The Customer Support Specialist contributes to the success of ALINE by ensuring that ALINE software users are provided with timely support and solutions and reinforcing the company's commitment to an empathy-based customer experience.ResponsibilitiesIdentifies/classifies, understands, documents, and triages customer support inquiries.Provides support, education, and coordination for end users.Uses the following communication standards and techniques to engage with customers:Connect: Be lively, be engaging, be human. Something as simple as a friendly introduction can dramatically soften the tone and emotion of their response. Help them feel we practice the “empathy” that we preach in prospect-centered sales.Untangle: Seek to clarify and understand the details of their issue rather than offering quick, generic solutions. Help them feel they are “being heard”.Resolve: Provide timely, specific solutions. Seek to resolve the core issue at hand, rather than symptoms of the issue, which will likely continue to occur. Help them feel they are valued as a customer.Responds and/or provides resolutions to support issues within the Service Level Agreement (SLA) rules.Meets or exceeds performance metrics such as ticket/call handling time, adherence, and quality.Maintains responsibility for customer support tickets until they are resolved.Escalates support issues to technical experts and development teams as needed.Enters and updates support activities and tickets in ALINE support portals and communication platforms.Monitors customer device and hardware connectivity and engage with end users for assistance and resolution as necessary.Participate in customer experience/onboarding projects by formatting/preparing/entering data, creating reports, and completing configuration and software/hardware installations.Provides phone and email support on weekends and after hours as needed/as scheduled.Provides scheduled follow up sessions to guide customer workflows and performance.Meets or exceed performance metrics such as call handling time, adherence, call quality.Maintains a positive and professional demeanor in all customer interactions, representing the company's values and culture effectively.RequirementsAssociates or bachelor’s degree, or equivalent experience in customer support/service preferred.Patience, attentive and curious nature.Clear communication skills and the ability to use "positive language" and build relationships.Ability to handle surprises.Strong time management skills.Tenacity in pursuing problem solving.Adaptability, willingness to learn, and self-motivated.Proficiency in MS Office products, especially Outlook, PowerPoint, Word and Excel.Empathy, calming presence, and the ability to pick up on both verbal and non-verbal cues.Conflict Resolution: Ability to de-escalate and find solutions diplomatically.Note: Must have stable computer and internet access at home or remote office to work offsite. All duties and responsibilities listed are considered to be essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. Marginal functions of the position (those that are incidental to the performance of fundamental job duties) have not been included. However, the omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to the position