Hiring Customer Service Representative (International Voice Process)

About the Role

The Customer Support Specialist is responsible for providing an outstanding customer

experience to Law Enforcement Agencies and Small / Medium Businesses supporting the Law

Enforcement community.  This individual must adapt to change resulting from a fast-growing

and successful company. It is important to be honest, hard-working, self-starting, and solution-

oriented.

Responsibilities:

• Trusted technical advisor to internal and external customers

• Resolves technical and business issues, supporting the community and facilitating

response by resolving cases without unnecessary escalation

• Efficiently resolves a wide range of issues on a daily basis

• Achieves high CSAT scores

• Understand when to escalate

• Excellent problem-solving and technical skills

• Experienced troubleshooter of technical and software issues

• Understands and appreciates the customers business needs for IT Services

• Must be able to pull reports and process data to solution responses

• Monitor user verifications & re-verifications

• Use best practices to optimize/consolidate tool usage

• Communicates effectively

• Documents processes, procedures, and self-help documentation

• Efficient, appropriate and timely in communications; both internally and with Customers

• Communicate customer feedback 

• Tools and Languages:  Salesforce Service Cloud, Jira, Excel, Visio 

Desired Qualifications:

• 2+ years of experience in technical/software support 

• Strong written and oral communication skills

• Ability to work independently efficiently and effectively to resolve customer concerns or

issues

• Ability to manage multiple time-sensitive issues

• Experience with customer relationship management tools (e.g., Salesforce)

• Experience with Microsoft 365 (Excel, PowerPoint, Word) or Google Workspace

(Sheets, Presentations, Docs)

Required Qualifications:

• 1+ years relevant or related customer service software operations experience

• Service working extensively with customers in fast paced environments

• Excellent problem solving and technical skills