We are looking for a Tier 1 Software Support Specialist to join our work from home Support Team. The Software Support department provides application and account
support for all customer-facing applications. We are responsible for ensuring positive client experience through high-quality service and communication.
We handle client support related to incoming requests, respond and resolve client issues through incident recognition, research, case resolution, escalation
and follow up.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
https://insightglobal.com/workforce-privacy-policy/ .
- 3-5 YOE in a Tier 1 Support/Customer Service role
- Experience working on tickets through ServiceNow
- Handle high ticket/call volume -- 450 a month
- Great customer service experience
- Function as a subject matter expert within customer systems and how end users access software or resources.
- Troubleshoot issues within proprietary software.
- Accurately identify the root-cause through researching, testing and replicating issues.
- Triage inbound support related issues. Provide user-friendly explanations.
- Inbound sources for support are telephone, emails and chat.
- Manage Support Cases for all interactions using internal ticketing systems. (MUST HAVE SERVICENOW EXP)
- Clearly communicate updates and resolution in appropriate terms directly with customers in writing or via phone.
- Track 100% of customer interactions to keep accurate records of impact for the future growth of the team.
- Effectively prioritize and escalate tickets to Senior Client Support Specialists following defined paths of escalation.
- Collaborate with upper levels of support within the Software Support team, owning resolutions as necessary.
- Act as a Customer Advocate to identify opportunities to educate customers on how to better use the system tools and increase utilization.
- Undertakes all work in accordance with agreed standards and using prescribed methods and tools in order to achieve well-engineered products.
- Has good communication and graphic design skills and an imaginative and structured approach to the organization of information.
- Pays close attention to detail.
- Has above average interpersonal skills and is able to work effectively in teams comprising different disciplines and with clients/users.
- Five9 experience (contact center software)
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.