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Job Description
Diligent is seeking a Customer Support Specialist to handle Tier 1 support and client relationships. The Customer Support Specialist will answer support calls, resolve issues, and ensure client satisfaction. The support team collaborates with the Customer Success and ProdOps teams to ensure speedy resolution of issues. The ideal candidate possesses excellent customer service skills, superb communication, and a passion for helping people.
Role involves:
- Interacting with customers to provide information about products and services.
- Gathering customer information and determining the issue.
- Diagnosing and resolving technical and software issues.
- Researching required information using available resources.
- Following standard processes and procedures.
- Identifying and escalating priority issues.
- Redirecting problems to appropriate resources.
- Processing and recording call transactions using CRM software.
- Offering alternative solutions to retain customers.
- Following up with customers where necessary.
- Staying current with system information, changes, and updates.
Requirements:
- 2-4 years’ experience of phone-based Software Application/Technical Support/Customer Service supporting end users.
- Excellent communication skills with internal stakeholders.
- Experience of phone-based Software Application/Technical Support or call center experience supporting end users.
- Proven problem-solving skills and technical aptitude.
- Working knowledge of Windows OS and other major operating systems.
- Superb communication and customer handling skills.
- Ability to think on your feet in a highly demanding and fast-moving environment.
- Fluent in English and Spanish.
- Knowledge in ESG is preferred.
Diligent offers:
- A flexible work environment.
- Global days of service.
- Comprehensive health benefits.
- Generous time off policy.
- Wellness programs.
