As a Customer Operations & Support Specialist, you will be responsible for responding to and resolving customer concerns and technical issues for the software applications and services we provide to our clients. The Customer Operations & Support Specialist works together with others in the Customer Support Team to provide outstanding customer service to our clients.
Key Responsibilities:
Respond to customer support tickets
Write and update user documentation
Troubleshoot software issues
Provide instructions to customers with questions
Assist with new software implementations
Manual software testing
Job Details
Respond to customer inquiries through support ticketing system via email, phone and meeting software for all products
Prioritize support cases and inform customers of ticket status, progress, and timelines throughout the process of the ticket
Provide detailed reports to development team to assist in the resolution of any bugs found in the software
Work to meet Service Level Agreement metrics, following tasks through to completion
Relay technical information to clients
Maintain and create articles for our knowledge base to clearly communicate issues, steps to resolve and tips for customers and internal teams including new feature documentation
Assist in creating documentation to cover support topics, enhancements, and version upgrade notices
Assist with software setup for new customer implementations working closely with other implementation team members
Complete manual testing across all products
Skills & Requirements
2 year college degree or equivalent experience in customer service or business-related field
Excellent verbal and written communication skills
Strong interest in technology
Ability to prioritize and handle multiple outstanding tasks
Interact with customers with a positive, friendly, and professional attitude
Enthusiastic approach to problem-solving
Self-starter with great organizational skills
Ability to work either remote in Minnesota or from our office in Little Falls, MN
About Us
RTVision is a software company that has been working with public and private sector agencies for over 20 years with a focus to advance the ability to manage, plan, construct and maintain infrastructure through innovative software solutions.
Job Type: Full-time
Pay: From $45,000.00 per year
Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Schedule:
Monday to Friday
Location:
Minnesota (Required)
Work Location: Remote