Job Details

Customer Support Specialist - Technical & Account Support

Position Summary

The Customer Support Specialist is responsible for delivering high-quality, empathetic, and efficient support to customers across multiple channels. This role focuses on resolving technical and account-related issues, maintaining strong communication standards, and ensuring service level agreements (SLAs) are consistently met. The ideal candidate is customer-centric, detail-oriented, and comfortable handling a high volume of requests in a fast-paced environment.

Key Responsibilities

Customer Engagement & Communication

• Engage with customers in a friendly, empathetic, and professional manner to build rapport and trust.
• Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for technical issues.
• Review all customer communications thoroughly, using plain language to ensure understanding and requesting feedback to confirm clarity.

Case Management & SLA Support

• Respond to approximately 25 email requests and 10 phone requests per day to support team SLAs.
• Proactively manage individual queues and backlogs, resolving aging requests to ensure timely and efficient handling.
• Document all customer interactions accurately, including contact details, issue descriptions, and troubleshooting steps.
• Create and maintain case documentation for all support channels, including phone, chat, email, and queue-based requests.

Technical & Account Support

• Assist customers with account and subscription management, including refund processing.
• Troubleshoot and support technical issues related to:
  
  • Billing and invoicing
  • Account authorization
  • Entitlement management
  • Software download and installation
  • Extensions
  • Crash identification
  • Bug tracking

Escalation & Knowledge Management

• Apply and exhaust relevant knowledge base articles and internal resources before escalating customer requests.
• Ensure escalations are properly qualified and documented.
• Adhere to prescribed communication and incident management protocols, ensuring timely dissemination of information when required.

Continuous Learning

• Maintain and refresh product, promotion, and system knowledge through training and ongoing education.

Required Skills & Experience

• Bachelor's degree or equivalent professional experience in a customer solutions or support environment
• Minimum 2 years of experience supporting customers via chat, email, and phone
• Strong customer-focused mindset with the ability to tailor solutions to diverse customer needs
• Technical proficiency with computer systems, software applications, and Google Workspace
• Excellent communication skills, including empathy, active listening, and adaptability across audiences
• Strong time management and prioritization skills in a high-volume environment
• High attention to detail when troubleshooting issues and documenting case notes
• Ability to remain calm, professional, and composed in high-pressure situations
• Proven troubleshooting skills to quickly diagnose and resolve technical issues with minimal customer disruption
• Comfortable working in a remote environment with occasional in-office meetings

Preferred Skills & Experience

• Knowledge of 3D modeling, 3D graphics processing, or energy performance concepts
• Background in Engineering, Architecture, Design, or User Experience
• Prior experience in a Customer Support Center environment
• Experience supporting multiple operating systems, including Windows, Android, iOS, and Microsoft platforms
• Familiarity with customer support software, ticketing systems, and remote support tools

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.