OPEN POSITION

Full time

Amherst, NH

Closes
When filled

Description

PSNI is currently seeking a full-time, office-based Customer Support Agent to join our team. The Customer Support - Tier One role provides assistance, information, and technical support to clients, ensuring the maintenance of positive and productive client relationships. This role involves diagnosing and resolving software-related issues, documenting customer interactions, and providing high-quality service through direct engagement with users requiring in-depth technical and functional support.

Responsibilities

• Provide first-line client support and technical issue resolution via email, phone, and other electronic mediums
• Diagnose and resolve or clarify support requests through analytical discussions with clients
• Escalate complex cases to appropriate departments with thorough documentation
• Schedule callbacks and follow-ups for unresolved issues
• Record all inquiries and resolutions in the internal support database
• Ensure adherence to established procedures and service guidelines
• Develop a general understanding of operating systems and company-offered applications
• Conduct application testing and provide feedback to development and QA teams
• Stay informed about new product features, industry trends, and support best practices
• Contribute to documentation through technical writing

Qualifications

Computer Skills

• Strong technical abilities, including proficiency with:
  • MS Office
  • Internet related applications such as E-Mail, FTP and, web browsers
  • Cloud-based software platforms
• Additional experience helpful
  • JIRA
  • Electronic Health Records (EHR)
  • Customer Relation Management (CRM) tools
• Typing proficiency: 40-60 wpm

Attention to Detail

• High accuracy in documenting customer interactions and technical issues
• Strong focus on quality assurance and product testing
• Ability to work independently and manage multiple priorities efficiently

Communication Skills

• Positive, empathetic, and professional demeanor
• Strong listening skills and ability to ask probing questions to understand complex technical issues
• Clear and concise verbal and written communication, including with non-technical audiences
• Initiative in following up with clients and documenting solutions thoroughly
• Passion for customer service and satisfaction

Language Skills

• Ability to read, analyze, and interpret software training manuals, technical procedures, and governmental regulations.
• Clear written documentation of client interactions and support resolutions
• Effective communication with developers, managers, and clients alike

Reasoning Ability

• Strong problem-solving skills and ability to adapt to a variety of non-standardized scenarios
• Capability to follow and interpret written, oral, and diagrammed instructions
• Judgement to identify when to escalate complex issues or seek additional input

Education / Experience

• One year of college or technical school in Computer Science or Customer Service; or
• 1-3 years of customer service or technical support experience; or
• Equivalent combination of education and experience

If you're interested in joining our team, please click the button below and submit a copy of your résumé.