We are looking for positive, self-motivated professional with experience and an affinity for technology and innovation to serve as our Customer Support Specialist. As an InVue Customer Support Specialist, you will directly interact with our customers ensuring the highest level of customer satisfaction through product mentoring, coaching and consulting services, as well as acting as a customer advocate to resolve issues and improve process. You may be a great fit for the Customer Support Specialist position IF:

• You possess a real passion for technology and innovative solutions.
• You are naturally curious about the way things work and have the distinct ability to pick up both hardware and software concepts easily.
• You are an amazing problem-solver with exceptional customer service skills, going above and beyond customer expectations.
• You have excellent interpersonal, verbal and written communication skills, as well as the ability to effectively prioritize and manage your time.
• You will thrive in an ever-changing environment with a "roll-up your sleeves" mentality and comfortable interacting with customers both online and over the phone with a high level of professionalism.

Role and Responsibilities

• Become highly proficient with In Vue’s product suite in order to resolve issues through a variety of channels including email tickets, chat, and phone.
• Deliver an exceptional customer experience by identifying and documenting customer needs and issues, answering incoming inquiries, effectively applying problem solving techniques and following issues through to their successful resolution.
• Establish and maintain a positive and professional relationships with customers by providing continuing education on how to effectively use products and by clearly explaining the cause and resolution for issues so Customers are confident that the product will perform as intended.
• Replicate issues as needed to ensure that symptoms and probable cause is fully understood.
• Determine the severity level and urgency on every incident based on impact to the Customers business operations.
• Communicate and collaborate with cross functional teams and departments to discuss and resolve issues, escalating when necessary.
• Enter and manage orders to replace damaged/malfunctioning parts
• Effectively document and record all aspects of customer interactions to promote transparency and understanding of product issues in addition to building, managing, and maintaining the knowledge base and support ticketing system.
• Create organize and execute product related training for Customers and Customer Service Representatives to build collaborative customer support model.
• Share best practices with team members to enhance the quality and efficiency of the Customer Care Department.Backup support for technical support requests as needed.

Qualifications and Skills

• 1-3 years’ experience in customer service or support function discussing technical issues. Must be able to articulate issues clearly and understand your audience. Technical Writing skills are a plus.
• Working knowledge of hardware software functionality preferred
• Highly developed problem analysis and solving skills. You will always look for the simplest solution but with a natural curiosity that leads to digging deeper and putting together the wherefore and why when needed.
• Excellent interpersonal, verbal and written communication skills, with emphasis on phone, email, and online communications.
• The ability to stay attentive and react quickly when the unexpected occurs.
• Ability to flourish in a high growth, fast paced, ever-evolving environment.
• Must be able to work Monday-Friday, 9am-6pm.
• This position may require rotating evening and weekend on call emergency support.