Customer Solutions Support Specialist

Job Description

The Customer Solutions Support I (CSS I) provides first-level support for customers by handling inbound inquiries via phone, email, chat, and support tickets. This role involves troubleshooting technical issues, guiding customers through the use of HSI platforms and software, and delivering timely, accurate, and professional assistance. The CSS I plays a vital role in creating a positive customer experience and contributing to customer retention.

• Respond promptly and courteously to customer inquiries via phone, email, chat, and support cases.
• Troubleshoot basic to moderately complex technical issues across platforms, including password resets, account access, and system navigation.
• Assist users with platform features and functionality, including Learning Management System (LMS) use and general system navigation.
• Document customer interactions and resolutions accurately while maintaining data and account security protocols.
• Escalate complex or unresolved issues appropriately, ensuring a smooth transition for continued support.
• Communicate known issues, customer feedback, and potential system improvements to management and product teams.
• Participate in product and process training to stay current on platform updates and support practices.
• Support departmental projects, including software testing or specialized training areas, as assigned.
• Foster positive relationships with customers by providing clear, patient, and empathetic communication.
• Maintain a consistent focus on quality, timeliness, and resolution accuracy.
• Promote and support company culture and team values in daily interactions.

Competencies

• Adaptability: Thrives in a fast-paced environment, managing multiple priorities effectively.
• Positive Interactions: Radiates positivity and reassurance, making customers feel at ease, even over the phone.
• Customer Focus: Exhibits exceptional phone presence and communicates patiently and clearly, regardless of customers' computer expertise.
• Self-Discipline: Works autonomously or collaboratively within a team, ensuring consistent productivity.
• Multi-Tasking: Capable of juggling multiple activities without compromising quality or deadlines.
• Problem Solving: Demonstrates initiative and logical thinking in troubleshooting issues and escalating when appropriate.
• De-escalation: Handles customer complaints calmly, prioritizing resolution and customer satisfaction.

Requirements

• High School Diploma or equivalent required.
• 2+ years of experience in a high-volume call center or customer service role preferred.
• 1+ year of technical support experience preferred; familiarity with help desk or ticketing systems (e.g., Jira, Zendesk, Salesforce) is a plus.
• Prior experience with Learning Management Systems (LMS) is advantageous.
• Proficiency in Microsoft Office products (Word, Excel, Outlook) required.
• Basic understanding of internet technologies and web-based platforms.
• Strong problem-solving and communication skills.
• Proven ability to learn quickly and retain technical concepts.
• Dependable, with a strong attendance and punctuality record.