The Joint Commission

Customer Tech Support Specialist

Job Locations US-IL-Oak Brook
Job ID
2021-4845
# of Openings
1
Category
Information Technology

Overview

GENERAL SUMMARY: 

As part of the JCR  customer technical support team, this position is designed to provide technical support for customer facing applications for our publications, education and eProducts business units while delivering a great customer experience, and achieving high overall customer satisfaction.

Responsibilities

PRINCIPAL DUTIES AND RESPONSIBILITIES: 

  1. Customer account support and management: Registering users, assigning product subscriptions, content access and license assignments, monitoring notifications, and reconciling customer accounts

  2. Provide support for customers on JCRproducts with responsibilities including but are not limited to, creating customer service tickets, logging issues with product lines,  technical troubleshooting, issue resolution, providing appropriate documentation on the resolution and case status.

  3. Activate, deactivate and otherwise handle customer product licenses as necessary.

  4. Directly communicates with the customer, via phone, live chat, forums, email, remote desktop, throughout the customer issues life cycle.

  5. Achieve a high level of customer satisfaction by providing a high level of customer service, with developing analytical, and problem-solving skills.

  6. Maintains personal knowledge and requests training for topics on internal application support knowledge base.

  7. Becomes familiar with product functionality and customer experience of JCR products before launch and subsequent upgrades in order to understand customer needs, as well as report bugs, enhancements and usability issues to the product lines.

  8. Other duties as assigned.

Qualifications

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED OR DESIRED: 

  1. Bachelor’s degree or equivalent is required.

  2. Superior organizational and customer service skills required for providing customer service and support for Web based commercial software.

  3. Minimum 2 years customer service experience, with a focus on web application support preferred:   SalesForce experience is a plus.

  4. Strong wriiten skills.  Minimum 2 years experience moderating technical support forums and using chat technologies like Skype, MSTeams, etc.  Experience working with live agent chat.
  5. Solid interpersonal skills, working within cross-functional teams, and interacting with technical and non-technical management levels.  Must be able to own customer issues, push for resolution and keep the customer informed along the way.

  6. Highly motivated, energetic, self-starter, passionate about technology and helping people successfully use it.

  7. Spanish language proficiency is a plus. 

 

This job description is intended to describe the general nature and level of work performed by an employee assigned to this position.  The description is not an exhaustive list of all duties, responsibilities, knowledge, skills and abilities, and working conditions associated with this position.  All requirements are subject to possible modification due to business needs and/or reasonable accommodations for individuals with disabilities.

 

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