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Product Support Specialist I

Entry Level

CentralSquare Technologies | Support | Lake Mary, FL

  • Provide general assistance to customers via phone, email, and remote sessions.
  • Understand and utilize best practices to create detailed cases with all the pertinent information.
  • Demonstrated information-gathering skills and self-initiated learning.
  • Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.
  • Maintain consistent communication with customers regarding the status of their requests.
  • Analyze customer issues with assistance of other team members when needed.
  • Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customers.
  • Develop strong working relationships with cross-functional teams.
  • Work with customers to identify system issues and create cases with detailed information.
  • All other duties as assigned.
Skills & Requirements

Skills:

  • Strong problem solving, organizational, and analytical skills
  • Ensure urgent customer issues are resolved in the most timely and effective manner possible.
  • Ability to work well in a fast paced environment
  • Proven ability to manage multiple tasks or projects with changing priorities. 
  • Strong time management and prioritization skills. 
  • Strong ability to capture a complete and accurate problem/symptom description of reported issues.
  • Troubleshoot and narrow down reported issues, identify root causes, and find creative solutions.
  • Strong ability to listen to and work with customers in real-time to resolve issues.
  • Can do attitude and team player.
  • Experience in Government Financial Software preferred

Qualifications:

  • Bachelor’s degree with a technical discipline including computer science, accounting, management information systems (or equivalent experience)
  • Experience in Accounting, Support, Software Development, IT, or Quality Assurance is preferred