Our team is looking to hire a Customer Support Specialist to help make sure emergency dispatchers are set up for success in their life saving mission across the globe. If you’re ready to take your career to the next level while making a worthwhile impact, consider joining our team! This role is eligible for our full host of benefits such as health, dental, vision, pet, and legal insurance, PTO, company contributions to a 401K and more while working in an award winning workplace culture. Come see why our teams love working here! This role is based in Salt Lake City, UT and has a hybrid work model.

Summary:

The Customer Support Specialist will provide basic level support for Priority Dispatch (PDC), International Academies of Emergency Dispatch (IAED), and Priority Solutions Inc. (PSI) clients related to training classes, licensing questions, software access, and other challenges that are easily solved. This role serves as the first point of contact for inbound client inquiries via phone, email, chat, and case management. The Customer Support Specialist will ensure timely resolution of client issues using multiple knowledge bases, best practice communication, and other available tools. Accurate documentation, case triage, and routing of requests to appropriate internal teams is a critical responsibility. Rapid recognition of items requiring specialized assistance from other internal departments is essential. The Customer Support Specialist is expected to continually grow and expand knowledge of our products. This role operates on a hybrid work model based in Salt Lake City, Utah. Must be willing to fill a shift that supports our clients between 6:00 am and 6:00 pm Mountain time and may require shifts outside of normal business days/hours. 

Principal Responsibilities:

• Develops and maintains communication in a cooperative and professional manner with all levels of internal and external contacts and supports with agency liaising as necessary
• Supporting clients during and outside of normal business times
• Uses the company’s client management system to create, track, document and/or update details on the specifics of client issue(s) and resolution of all support requests
• Assumes the responsibility to resolve customer issues via referral to an appropriate internal department or direct response to resolve urgent issues quickly and effectively
• Monitors assigned phone, chat, email, and case queues during scheduled shifts to ensure timely response to client needs
• Facilitates outbound calls to clients, attendees and instructors as needed to ensure customer satisfaction or task success
• Processes issuance of appropriate refunds or vouchers for class offerings
• Generates electronic class materials and vouchers and resolves issues of missing or inaccessible class materials
• Supports course registration management
• Provides routine licensing information to clients, contractors, and internal users related to software products
• Submits client issues to team managers or supervisors for resolution as needed
• All other duties as assigned

Qualification/Skills & Knowledge Requirements:

• Requires 1-3 years of experience in Customer Service or Data Entry positions as a minimum to perform the major responsibilities of the job
• Excellent interpersonal skills
• Effective decision making and problem-solving skills involving troubleshooting basic to moderate issues
• Strong organizational skills and the ability to prioritize multiple incoming requests while managing case workloads effectively
• Excellent written and verbal communication skills
• Directing client interaction in a non-visual environment
• Use of call center software including phone, email, and live chat functionality
• Experience using Learning Management Systems (LMS) Experience using CRM systems such as Salesforce preferred

Essential Job Functions/Physical Requirements:

• Responding in a professional and timely manner to efficiently resolve client issues 
• Ensuring all client outreach is resolved or forwarded to the appropriate teams for efficient resolution
• Staying up to date on new policies, class offerings, and other course registration procedures
• This is a typical office job which requires the ability to sit for long periods of time at a desk with occasionally moving, standing, and walking
• Requires rapid use of arms, hands, or fingers, in handling computers  tools and/or instruments requiring fine eye-hand coordination
• Requires extended use of computer systems, phone systems, and multiple software applications throughout the workday
• Occasionally requires repeated bending, crouching, or stretching, along with regularly lifting 10 – 25 pounds, occasionally up to 50 pounds
• Work environment is composed of moderate noise (examples: business office with computers and printers, light traffic)
• Minimal travel once or twice a year
• Must be willing to fill a shift that supports our clients between 6:00 am and 6:00 pm Mountain time and may require shifts outside of normal business days/hours

Our Company:

As one of Utah's Top Places to work, Priority Dispatch Corp. is an Equal Opportunity Employer. We are a small, fast-growing provider of consulting, training, and software products for the public safety market. Priority Dispatch is based in the U.S. in downtown Salt Lake City, Utah. We offer a comprehensive benefits package including medical, dental, and matching 401(k) programs, etc.

Priority Dispatch Corp. (PDC) provides comprehensive, integrated solutions for Police, Fire, and Medical emergency dispatching. We incorporate the Emergency Priority Dispatch System® approved by the International Academies of Emergency Dispatch in all our products. PDC offers multi-agency emergency dispatching ProQA® software, as well as a card-set version, AQUA® quality improvement software, training, consulting, and Academy accreditation support. www.prioritydispatch.net

Equal Employment Opportunity Employer Click here to view the Federal EEO poster: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf