Customer Care Technical support Specialist

We are presently looking for a Senior Customer Care Specialist to provide day-to-day support to new and existing customers. In this position, the lead will monitor and mentor a team of customer care specialists and assist with workload and escalation activities. Activities require working with internal cross-functional technical groups and external customers business and engineering teams to drive successful delivery of customer implementations and proactively ensure the on-going success of customer accounts.

In this role you will:

• Assist the management team with time and attendance accounting, to ensure accurate associate time accounting.
• Oversee management of Customer Service queues.
• Provide input on team member training needs and performance when requested. 
• Develop individual and team skills to support department goals.  
• Oversee meeting management to collaborate and advance projects with internal teams. Ensure that agenda, minutes, and action items are properly documented and distributed for these meetings.
• Assist the team with workload and issue management, to ensure timely and accurate responses to our customers.
• Serve as the primary contact and provide first-level support for a limited number of clients.
• Participate in and/or act as lead on special projects or initiatives as assigned. 
• Main point of contact for a minimum of one key account as assigned by their manager
• SME for at least one (or more) products
• Attend meetings with key customers in support of  their teams. Ensure agenda is sent out, minutes are being taken and distributed and action items are followed on.
• Manages workload and case activity for their teams, utilizing appropriate Zendesk tools, including reports, dashboards and custom views.
• Manages Product or Service Connect queue and CCE TV queues.
• Proactively share knowledge and best practices on processes, tools, and products with their colleagues.
• Work more independently with their accounts 
• Assist their team with workload and issue management, to ensure timely and accurate responses to our customers.
• Respond, evaluate, troubleshoot and prioritize incoming product-related issues and effectively escalate to various technical support staff when needed
• Logs and tracks calls using Salesforce tracking software and maintains historical records and related problem documentation.
• Maintains a strong working knowledge of supported products and continually strives to enhance skills through ongoing training, reading, and participating in projects and improvement initiatives.
• Develop a strong understanding of the business and can relate problems to business impacts. Understand when to place a sense of urgency and when to escalate critical problems to management.
• Work in conjunction with Sales and Product Development staff to create and deliver new/and/or custom products and samples are required by clients.
• Ability to coordinate with multiple internal departments to resolve customer-related issues or requests.
• Provide on-call support – beeper coverage rotation required 24/7 (as assigned)

Department: Customer Support & Implementation (Post Sales)
Function: Other
Experience Level: Not Applicable