Customer Support Specialist
hace 16 horas
**Company Overview:** Entrust Corporation is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment.
We believe that securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard.
The **Technical Support Customer Advocate**, now renamed as Customer Support Specialist - Enterprise Security, is responsible for providing Entrust Certificate Services customers and partners with basic technical and product support for a variety of operational, network, server, or related services via telephone and e-mail.
This role requires initiative and a willingness to take on responsibility in a dynamic environment. As a key member of our team, you will be working closely with various functional departments to provide timely and accurate solutions to customers.
**Responsibilities:
- Interact daily with customers to identify, document and resolve customer issues.
- Provide timely, reliable and professional service.
- Triage the CRM application queues daily.
- Ensure that customer interactions are logged within the CRM system and updated with the correct information.
- Provide first response to cases that are unclear as to what is being requested of support.
- Identify and escalate complex issues to the best available team member.
- Interact with various functional departments to provide timely and accurate solutions to customers.
- Perform daily administrative tasks assigned to the ECS Support team.
- Assist Global Product Support Management and Leadership to ensure day-to-day operations are functioning properly.
**Qualifications:** To succeed in this role, you will need:
- At least 1 year of experience working for an IT Help Desk or Call Center, working with Customers on a daily basis.
- A college diploma, and/or relevant background in a technical field.
- General knowledge of Enterprise Security.
- 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.
**Estimated Salary Range:** €35,000 - €55,000 per annum (based on location and experience). We offer a competitive salary package, including benefits such as health insurance, retirement plan, and paid time off.
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