Customer Support Specialist

Position Overview:

We are seeking a Customer Support Specialist to handle Tier 1 support and client relationships by answering Support calls from our clients, resolving issues and ensuring all appropriate follow up to confirm complete client satisfaction. Our support team works closely with both our Customer Success Team and our ProdOps team to ensure speedy resolution of all issues, and you must be extremely proficient in articulating with both technical and non-technical staff and users. The primary attribute we are looking for is excellent customer service with superb communication skills who has a passion for helping people and who is unflappable under pressure. You will have a commitment to offer the best customer service possible and the self-confidence to work with senior executives across the globe.

Key Responsibilities

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services 
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Diagnose and resolve technical and software issues involving internet connectivity, login problems and more
• Research required information using available resources 
• Follow standard processes and procedures 
• Identify and escalate priority issues per Client specifications 
• Redirect problems to appropriate resource 
• Accurately process and record call transactions using a computer and designated CRM software 
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• Stay current with system information, changes and updates

Required Experience/Skills 

• 1-3 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

What Diligent Offers You

• Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
• We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
• We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
• Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.