Vacancy expired!
Digital Forensics Corp. is seeking a Technical Support Analyst with exceptional communication skills and technical aptitude to join our growing organization.
JOB SUMMARY:
-Process incoming calls and email correspondence from prospective and current clients
- Supervise proper forensics/data recovery case assignment/creation
- Serve as a customer liaison, and provide proactive solutions to clients
- Collaborate with other departments to ensure customer satisfaction/expedited issue resolution
- Assist clients with forensic data review, and educate them regarding software use
RESPONSIBILITIES:
-Act as customer advocate, maintain ownership of client request and ongoing communication.
-Engage in cross-departmental collaboration with other departments (Sales, Analytics, Logistics) to ensure case progress, and customer issue resolution.
-Communicate with clients by phone/email correspondence regarding case progress (time frames, payments, case status, documentation).
-Conduct data entry to input client information into Customer Relationship Management (CRM) software.
-Perform case assignment to appropriate members of the Sales Department.
-Review forensic data with clients, train the client regarding digital forensics software suite use.
-Support and maintain quality service culture in the Customer Service Department.
-Develop high degree of proficiency with supported digital forensics software.
QUALIFICATIONS:
Associate Degree.
Experience in technical support environment (2 years minimum).
Technical aptitude (hardware/software) and curiosity.
Exceptional critical thinking and problem-solving skills.
Experience in an inbound call center or direct customer relations is preferred.
Effective communication skills (written/verbal).
Ability to thrive in fast paced environment.
Vacancy expired!