Nov. 18, 2022

Full time

Amherst, NH

When filled

Customer Support Specialist - Tier One

Position Description

PSNI is currently seeking applications for the position of full-time Customer Support Specialist - Tier One to join our customer support team at our fast-paced office in Amherst, NH.  This multi-faceted position provides assistance, information and support to clients and ensures maintenance of positive client relationships. They assist customers in the onboarding of new products, provide solutions to software related problems and services, record and solve clients' issues reported by phone or via e-mail, draft reports and provide a wide range of direct customer services.


  • Provide first line client support and technical issue resolution via E-Mail, phone and other electronic medium
  • Diagnose and/or clarify and/or resolve support requests
  • Escalate calls for more complex matters
  • Schedule callbacks for other departments
  • Customer onboarding
  • Record all calls and questions relating to technical problems in the internal call database
  • Ensure conformity of the established procedures and guidelines
  • Obtain general understanding of OS and application operations related to company offered services
  • Perform applications testing
  • Keep up to date on latest trends and solutions in product-related matters
  • Technical writing


  • Strong technical abilities
  • Must be proficient with
    • MS Office
    • Internet related applications such as E-Mail, FTP and Web Browsers
  • Experience with
    • Client installations
    • Networked installations
    • Cloud based software
  • Typing proficiency 40-60 wpm
  • Positive, empathetic, and friendly attitude
  • Communication skills
    • Diplomatic and professional behavior displaying patience and courtesy
    • Good listening skills
    • Initiate communication with clients and partners
    • Communicate in a clear and concise manner computer skills to potentially non-computer-skilled callers
    • Customer service focus
    • Genuinely enjoy helping people
    • Able to promptly answer support related email, phone calls and other electronic communications


The ideal candidate must be trustworthy and have strong communication skills. As this is a client-centered area of activity, he/she must have strong customer, interpersonal and communications skills as well as a good sense of organization.

  • Exceptional organizational skills and attention to detail
  • Strong communication and interpersonal skills
  • Highly proficient in use of technology including Microsoft programs in a Windows based environment
  • Candidate must pass a NH criminal background check


  • One year Computer Science or Customer Service related certificate from college or technical school
  • or
  • 1-3 years customer service and/or technical support related experience and/or training; or equivalent combination of education and experience


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