Technical Support Specialist/Data Collection

In this onsite role, you will deliver technical support for process transactions by troubleshooting client concerns and resolving issues directly or through timely escalation. The position is focused on meeting process SLAs while maintaining consistent product support and customer service standards.

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Responsibilities

• Support the process by managing transactions in line with required quality standards.
• Handle incoming help requests from clients via telephone and/or email in a courteous manner.
• Document pertinent end user identification details, including name, department, contact information, and the nature of the problem or issue.
• Update your availability in the RAVE system to ensure productivity of the process.
• Record, track, and document each query received, the problem-solving steps taken, and the outcome of resolutions (successful and unsuccessful).
• Follow standard processes and procedures to resolve all client queries.
• Resolve client queries according to the SLAs defined in the contract.
• Access and maintain internal knowledge bases, resources, and frequently asked questions to support effective problem resolution.
• Identify and learn appropriate product details to improve client interaction and troubleshooting effectiveness.
• Document and analyze call logs to identify the most common trends and help prevent future issues.
• Maintain and update self-help documents to help customers resolve issues faster.
• Identify red flags and escalate serious client issues to the team leader when resolution is untimely.
• Ensure all product information and disclosures are provided to clients before and after call/email requests.
• Comply with service agreements to avoid legal challenges.
• Deliver customer service through effective diagnosis and troubleshooting of client queries.
• Provide product support by performing question diagnosis and guiding users through step-by-step solutions.
• Assist clients with navigating product menus and improving understanding of product features.
• Troubleshoot client queries in a user-friendly, courteous, and professional manner.
• Maintain logs and records of customer queries according to standard procedures and guidelines.
• Accurately process and record incoming calls and emails using the designated tracking software.
• Where appropriate, offer alternative solutions with the objective of retaining customers and business.
• Organize ideas and communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled call backs to capture feedback and ensure compliance with contract/SLAs.
• Build capability to support operational excellence and maintain superior customer service levels for the existing account/client.
• Undertake product trainings to stay current with product features, changes, and updates.
• Enroll in product-specific and other trainings based on client requirements or recommendations.
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve clients.
• Update job knowledge through self-learning opportunities and by maintaining personal networks.

Technologies

• RAVE
• Designated tracking software

Benefits

• Full range of medical and dental benefits options
• Disability insurance
• Paid time off (inclusive of sick leave)
• Other paid and unpaid leave options

Compensation

• The expected compensation for this role ranges from $25,000 to $50,000.
• Final compensation will depend on factors including geographical location, minimum wage obligations, skills, and relevant experience.

Location and Employment Note

Onsite: Pittsburgh, Pennsylvania.

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.