Associate Customer Support Specialist - SV Academy

SV Academy is proud to announce admissions is now open for our next cohort in our partnership with Diligent to provide free training for Baltimore area residents to break into tech in business development roles.

The Fellowship Program

• Begins October 7th with a 3 week scholarship program training with SV Academy
• No degree or specific training required
• Those enrolled will be given opportunity to interview with Diligent for 2 open positions beginning in November
• Those applying must be able to work in-office 80% of the work week, in Baltimore, Maryland
• Diligent position has starting salary of $48k

Due to Diligent's continued phenomenal growth, they are seeking Associate Customer Support Specialists to handle Tier I support and client relationships by answering support calls from our clients, resolving issues and ensuring all appropriate follow up to confirm complete client satisfaction. The support team works closely with the Customer Success Team to ensure speedy resolution of all issues.

The primary attribute we are looking for in a support specialists is excellent customer service with superb communication skills, a passion for helping people and unflappable under pressure. You are committed to offering the best customer service possible and the self-confidence to work with senior executives across the globe.

Key Responsibilities

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Diagnose and resolve technical and software issues involving internet connectivity, login problems and more
• Research required information using available resources
• Follow standard processes and procedures
• Identify and escalate priority issues per Client specifications
• Redirect problems to appropriate resource
• Accurately process and record call transactions using a computer and designated CRM software
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• Stay current with system information, changes and updates
  
  

Required Experience/Skills

• Working knowledge of Windows OS
• Proven problem-solving skills and technical aptitude
• Superb communication and customer handling skills
• Ability to think on your feet in a highly demanding and fast-moving environment
• Excellent communication skills