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Customer Technical Support Specialist

We are seeking a Customer Technical Support Specialist with a broad knowledge of Internet technology, software applications and or computer hardware and a strong desire to provide outstanding customer support to our premier client base.  You will utilize your strong communication and superior problem solving skills to quickly and accurately respond to a wide variety of client inquiries from global information professionals & users of CCC’s rights and content delivery services.  You will use and support a wide range of technology applications used in managing content, document delivery and copyright licenses.

This is a great opportunity for a self-motivated recent college graduate or early career professional with an aptitude for technology and a strong desire to work with both leading-edge software and some of the most highly respected companies from a variety of industries around the world. 

SKILLS/ABILITIES/COMPETENCIES:

  • Ensure quality handling and resolution of calls and emails while meeting established business and productivity objectives.
  • Use your knowledge of software and systems to assist our customers with technical issues.
  • Work with custom software configurations to answer and resolve customer questions.
  • Research, troubleshoot, diagnose, and resolve reported issues or escalate to the Development team as necessary.
  • Complete customer-requested configuration changes within custom software solutions.
  • Maintain on-going technical expertise in several applications including CCC’s proprietary software, RightFind Enterprise and act as a global product resource to the Operations, Customer Service, and Implementation teams
  • Confirm customer understanding of CCC’s solution and provide additional customer education and training as needed.
  • Provide solutions to better serve the customer and improve the customer experience.
  • Recognize, document, and inform the manager regarding trends in customer calls and emails
  • Through empathy, compassion, and understanding deliver exceptional customer service at all times.

QUALIFICATIONS:

  • 1-3 years’ experience supporting customer facing software or a bachelor’s degree in a technical field required.
  • A working knowledge of Windows and Mac operating systems.
  • Knowledge of advanced features in IE, Safari, Chrome, and Mozilla browsers.
  • Extraordinary attention to detail and follow through along with the ability to work under tight pressure and multitask on a regular basis
  • Strong aptitude for problem solving, exploring, and learning new technology - - solutions oriented.
  • Ability to consistently address complex client needs while demonstrating innovation and sound judgment in decision making
  • Self-directed and motivated with ability to work independently as well as collaboratively in a team environment.
  • Excellent verbal and written communication skills; impressive telephone etiquette and the ability to elicit callers’ needs with speed and confidence, while also exhibiting composure and politeness. 
  • Experience working with Salesforce, C#, and or HTML a plus.

key words: technical support, customer service, Level 2, Danvers, Boston, Saas, client services

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