The Opportunity
Maximum performance, functionality, and systems availability are the key support objectives of the Counting Opinions support team providing customer support for our suite of online evidence-based management services. The Customer Support Specialist position requires an energetic problem solver who likes to interact with others and who is available to work remotely.
Main responsibilities include delighting our customers and anticipating their needs as we strive for continuous improvement of our services. You will spend most of your time engaging with customers and, as necessary, co-workers while resolving issues and providing assistance. As a front-line advocate for customers, you will also spend time documenting any problems and/or suggested improvements to inform co-workers. You will track outstanding items and follow-up with customers to their satisfaction.
Other responsibilities include providing instruction and orientation to customers on the effective use of our services, testing new features prior to customer release, and assisting with the implementation of new customers.
Key Responsibilities
• Respond to requests for instructional or technical assistance in person, via phone, electronically
• Obtain and evaluate all relevant information to enable diagnosis and resolution of any technical issues
• Identify and escalate priority issues and route to the appropriate resource
• Record details of inquiries, comments and complaints
• Record details of resolutions and actions taken
• Effectively describe and detail system requirements to fulfill an identified customer need or potentially resolve any system deficiency
Qualifications
• Data management experience and knowledge of statistical concepts
• Capacity to learn quickly and effectively
• Excellent customer service and strong listening, verbal and written communication skills
• Adept at analysis and problem solving with a high attention to detail
• Highly proficient in word processing, spreadsheet, web browser and email software programs
• Demonstrated ability to work individually and in a team(s) environment and, demonstrated ability to do so remotely
• Ability to prioritize tasks while simultaneously multi-tasking
• Abilities in HTML and CSS coding is an asset
• Experience with Libraries and other written/spoken languages is an asset
Time Requirements
• Flexible availability between 9:00am – 9:00pm ET
• Part-time to start with potential for full-time
This is a work-from-home/telecommuting opportunity
About Counting Opinions
Facing constant competitive challenges, libraries and library organizations need better tools to understand and manage customer needs and to compete more effectively for scarce resources. In business since 2004, Counting Opinions provides libraries and library organizations with cost-effective, evidence-based management solutions.
Please email your resume to info@countingopinions.com
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