Technical Support Specialist
hace 2 días
About the Company
Entrust is a global leader in identity-centric security solutions, providing innovative technologies to governments, enterprises, and financial institutions worldwide. Our mission is to secure identities and protect citizens, employees, and consumers through our integrated platform of scalable, AI-enabled security offerings.
The Role
We are seeking a skilled Technical Support Specialist to join our team as a Customer Advocate. In this role, you will provide exceptional technical support to customers and partners via telephone and email, ensuring timely, reliable, and professional service. Your primary responsibilities will include interacting with customers to identify and resolve issues, triaging CRM application queues daily, and logging customer interactions within the CRM system. Additionally, you will provide first responses to unclear cases, escalate complex issues to senior team members, and collaborate with various functional departments to deliver accurate solutions to customers.
Responsibilities
* Interact daily with customers to identify and document their issues
* Provide timely, reliable, and professional technical support via phone and email
* Triage the CRM application queues daily to prioritize tasks and ensure efficient resolution of customer issues
* Log customer interactions within the CRM system, updating it with the correct information
* Provide first response to cases that require clarification on the issue being requested of support
* Escalate complex issues to senior team members for further assistance
* Collaborate with various functional departments to deliver timely and accurate solutions to customers
* Perform daily administrative tasks assigned to the ECS Support team, such as processing refunds or revocation requests
* Assist Global Product Support Management and Leadership in maintaining day-to-day operations
Requirements
* 1 Year experience working in an IT Help Desk or Call Center environment, interacting with customers on a daily basis
* College Diploma or relevant background in a technical field
* Strong analytical, troubleshooting, organizational, and problem-solving skills
* Proven ability to provide exceptional customer service and adapt quickly to new challenges in a fast-paced environment
What We Offer
As a Technical Support Specialist at Entrust, you can expect a competitive salary ranging from $45,000 to $65,000 per annum, depending on your location and level of experience. We also offer a flexible work environment, opportunities for career growth and development, and a collaborative team culture that values diversity and inclusion. If you are passionate about delivering exceptional customer experiences and possess the necessary skills and qualifications, we encourage you to apply for this exciting opportunity.
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