Customer Support Triage Specialist

Customer Support Triage Specialist job opportunity

The Customer Support Triage Specialist is responsible for the first step in providing an excellent support experience to our clients.  This role involves accepting incoming support calls to create a ticket which will be passed on to our Dispatch, as well as doing the initial review on incoming emailed tickets to verify completeness of information before handing them off to Dispatch.  Additional responsibilities will include receiving incoming inventory and preparing inventory to go out on service calls.  The Triage Specialist is also cross trained to perform lite Dispatch duties to cover for Dispatch when out of the office.

The Customer Support Triage Specialist is a member of the Service Delivery Team who is able to operate in a fast-paced environment and quickly make decisions and adjustments based on incoming ticket volume, pattern recognition, and variance to baseline.

To be successful in the role this person will need to be well organized, adaptable, and highly skilled in customer support skills. The goal for this role is to manage incoming ticket capacity to meet customer commitments from an SLA and experience perspective.  This role works closely with Dispatch for routing tickets to the resource that can most effectively solve customer queries.

Responsibilities

• Own incoming support ticket Triage
• Quickly understand Client needs and accurately record information into a new ticket
• Monitor real-time volume, identify trends, and communicate with Dispatch to increase Client Satisfaction
• Proactively alert management of escalations or potential service disruptions and assist as needed
• Update ticket information and enter additional notes and data fields 
• Merge tickets from multiple submissions and parse out multiple topics when included on one ticket
• Assist with Inventory – receiving, and pulling inventory for service calls

Requirements

• 1+ years of experience in Customer Service
• Professional phone interaction skills
• Touch typing skills of at least 30 WPM
• Comfortable using a computer in a business environment
• Intermediate experience with Microsoft Office applications
• Experience with a CRM or ticketing system a plus

Why You’ll Love It Here

• Health insurance stipend
• Flexible time off
• SIMPLE IRA retirement plan with up to 3% company match
• Fun company and team outings because we value a fun team culture
• Employee referral bonuses to encourage the addition of great new people to the team

To Apply

• Go to our website at www.ascendtg.com/careers
• At the bottom of the page there is a link to fill out our hiring survey and another link to upload your resume