Customer Support Specialist

Ann Arbor

Listing details

Educational/Certification Requirements

Associate's or Bachelor's degree in Computer Science, Information Systems or related field required
SQL / RDBMS experience preferred
Microsoft Batch and command language exposure preferred
Professional experience of at least 2 years preferred
Technical support certifications from professional organizations are a plus
Knowledge of FreshDesk or similar customer service ticketing software systems is a plus

Specific Job Duties

Customer Service

Lead the customer support process for custom Windows based systems deployed globally
Serve as first point of contact for customers seeking technical assistance
Troubleshoot technical issues through remote connection, email and phone
Facilitate Return Material Authorizations (RMA) for customer returns
Document events, problems, procedures and resolutions
Continually build expertise in soft- and hardware related to k-space tools
Track all support issues and assist in data-mining and statistics
Prepare technical monthly / annual support data and summarize top actions
Draft Standard Operating Procedures (SOP) for various support topics
Attend client meetings prepared to discuss support issues
Drive for continuous improvement in customer support processes

Internal Team Support

Support sales team in customer communication as related to technical service topics
Support engineering team in troubleshooting of deployed systems
Interact with cross-functional teams to keep customer service tickets on target
Assist the Software Development team in identifying software issues and creating solutions

Computer Science / Information Technology

Perform new customer software installations
Track and maintain a record of customer tools and software version levels
Remote login to active production customer systems for issue diagnosis, troubleshooting tools, or upgrade deployment

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