Senior Support Center Specialist

Job Summary

Providing advanced customer service and technical support in a remote environment, the full-time Senior Support Center Specialist will resolve complex inquiries, support program queues, and contribute to process improvements while ensuring high-quality service delivery.

Key responsibilities

• Resolve escalated customer inquiries and document interactions in Salesforce CRM
• Act as a program resource for team members, guiding policies and recommending updates to knowledge articles
• Participate in user acceptance testing and collaborate with internal partners to enhance processes and customer experience

Required qualifications

• Associate degree or higher in Business, Communications, or a related field; Bachelor's degree preferred
• 4-5 years of related work experience in a high-volume support environment
• Experience with user acceptance testing, documentation development, or process improvement initiatives
• Proficiency in CRM and telephony systems
• Technical knowledge of web-based browsers and applications