Customer Care Specialist

Job Summary

Providing support to customers through inbound calls and ticketing systems, the remote Customer Care Specialist II will develop positive relationships, troubleshoot issues, and ensure customer satisfaction while documenting inquiries and resolutions.

Key responsibilities

• Receive and respond to customer requests via inbound call queue and support ticketing systems
• Provide Tier 1 support by troubleshooting and resolving standard and recurring issues related to customer configurations and software
• Document customer inquiries, status, and resolutions while following up to ensure high satisfaction levels

Required qualifications

• High School Diploma/GED with 3 years of experience, or any degree/certification beyond High School with up to 1 year of experience, or 5 years of relevant experience
• Strong technical skills, including proficiency in Microsoft Office, Salesforce.com, or similar CRM and contact center software
• Experience serving as a customer care agent for an assigned customer base or product area
• Ability to document and report on customer inquiries, status, and resolutions effectively
• Experience in following up with customers on issue status and resolution to ensure ongoing satisfaction