Technical Support Specialist - Fully Remote!

KinderCare is searching for a passionate, energetic team member for its Technical Support team. In this role, you will have a unique opportunity to positively transform and improve KinderCare’s IT services while you delight your customers. You are the ideal team member if you are passionate about customer experience and service, love solving technical issues, are a clear and positive communicator, and excel at building meaningful relationships with your customers.

As a Service Desk Coordinator, you will act as the single point of contact for our employees, escalating to the appropriate teams when needed. You will interact with your customers via phone, email, chat and remote desktop support tools as needed.

Candidates Also Search: Remote Support jobs

Are you passionate about creating a positive customer experience? Do you have the right mix of soft skills and technical know-how to effectively resolve customer's concerns? Do you have a track record of providing fast and accurate technical assistance? Are you a stickler for a well-documented support case and keeping customers up to date?

Responsibilities

• Serve as front line support for KinderCare Corporate and Field employees via phone support, ticketing system, and email.
• Transform the interaction with our customers with emotional intelligence, compassion, and a determination to resolve their technical issues in a timely manner.
• Respond to customer issues and see problems through to resolution.
• Diagnose and troubleshoot technical issues related to hardware, software, account maintenance, or connectivity.
• Track and document issues until they are fully resolved, within the agreed time limits, providing timely and accurate updates to customers along the way.
• Properly escalate unresolved issues to appropriate internal teams (e.g., Network, Development).
• Prioritize and lead several open issues at one time.
• Participate in building a robust knowledge base, authoring content, maintaining existing content, and promoting the use of self-service to employees.

Candidates Also Search: Remote Customer Service Jobs

Qualifications

• High School Diploma or equivalent, 2 or 4-year college degree a plus.
• 1-2 years of experience providing technical customer service support provided via phone and email.
• Experience supporting technical systems such as Windows, Mac OS, laptops, mobile devices, and business applications.
• Superb customer service skills and desire to help others.
• Outstanding written and verbal English communication skills using phone conversations, email correspondence, and chat.
• Excellent organizational and time management skills.
• Proven growth experience, showing a tried background of taking on new challenges and driving their success.
• Excellent communication skills and telephone manner.
• Ability to work in a fast-paced environment and lead time efficiently to achieve deadlines.
• Intermediate MS Office skills, capable of running multiple applications and windows simultaneously on a computer.
• Occasional flexibility with schedules, occasional overtime.
• Phenomenal teammate and team-player.
• Experience working within IT Service Desk tools, such as ServiceNow.
• Bilingual: English & Spanish a plus.