Technical Support Specialist

Our client, a consumer credit reporting company, is looking for someone to join their team as a Technical Support Specialist. This role is fully remote!

*This is a 5-month W2 contract*

In this role, you will provide client software support and respond to routine and emergency support calls from clients and support staff.

What You Will Be Doing

• Troubleshoot product and technical issues.
• Determine severity and scope analysis of issues, inquiries, and requests.
• Communicate effectively with clients via telephone or email.
• Manage all client related issues into Client Relationship Management tool (CRM) – Salesforce

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• Escalate complex issues to technical and product resources with the appropriate information to resolve the customer’s inquiry
• Manage customer and user configurations.
• Educate and empower customers to maximize utilization of products, tools, and services.
• Maintain proficient knowledge of all product and service changes.
• Monitor system status and communicate issues that need attention internally and externally.
• Initiate proactive customer communications.
• Demonstrate Knowledge-Centered Service (KCS) practices including knowledge articles, when appropriate to aid in solving issues for internal and external use.

Required Skills & Experience

• 2+ years of similar experience
• Bachelor's degree is preferred

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• Excellent communication skills and ability to speak clearly with technical as well as non-technical clients.
• Flexibility to manage unforeseen situations outside of the agent’s control.
• Patience to manage repetitive customer support issues.
• Organizational skills are necessary to prioritize and differentiate important tasks from urgent ones.
• Displays outstanding customer service attitude.
• Builds relationships: engage and establish trust/credibility with key stakeholders across all levels of the customer organization.
• Exhibits highly analytical, intensive research and reconciliation skills.

Motion Recruitment Partners is an Equal Opportunity Employer, including disability/vets. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under Motion Recruitment Employment Accommodation policy. Applicants need to make their needs known in advance.