Customer Support Specialist

About Your Role 

As a Customer Support Specialist, you will provide an exceptional support experience for QGenda’s customers by delivering our industry-leading best practices. You will work closely with members from across the greater Customer Experience organization to provide creative solutions to support requests and project-based assignments involving the QGenda application, aligning to our unified targeted business outcome.

How You’ll Make an Impact 

Maintain a professional and positive attitude in all customer and company interactions, both internal and external
Collaborate with members of the CX organization, when necessary, to complete project based assignments within defined time frames and/or meeting identified deadlines
Set and manage appropriate customer expectations around resolution and response times, adhering to established service-level agreements (SLAs)
Deliver high customer satisfaction and low customer effort by providing solutions to issues in a timely fashion, escalating to senior team members as necessary
Hold high degree of functional knowledge of QGenda solutions
Ensure timely and accurate tracking of time, cases, projects, contacts and accounts within designated systems, following QGenda best practices

Who You Are 

Excellent case management and time management skills
Strong written and verbal communication skills
Detail-oriented – ability to complete assignments and maintain communication with a high degree of accuracy and timeliness

Experience You Bring 

High School Diploma / GED required; Associates / Bachelors Degree preferred, or equivalent industry experience in customer service or tech support
Ability to follow protocols and policies as defined by QGenda and CX Leadership
Not Required, But Nice to Have
Computer programming skills or previous technical support experience