Customer Care Technical support Specialist

We are presently looking for a Senior Customer Care Specialist to provide day-to-day support to new and existing customers. In this position, the lead will monitor and mentor a team of customer care specialists and assist with workload and escalation activities. Activities require working with internal cross-functional technical groups and external customers business and engineering teams to drive successful delivery of customer implementations and proactively ensure the on-going success of customer accounts.
In this role you will:
Assist the management team with time and attendance accounting, to ensure accurate associate time accounting.
Oversee management of Customer Service queues.
Provide input on team member training needs and performance when requested.
Develop individual and team skills to support department goals.
Oversee meeting management to collaborate and advance projects with internal teams. Ensure that agenda, minutes, and action items are properly documented and distributed for these meetings.
Assist the team with workload and issue management, to ensure timely and accurate responses to our customers.
Serve as the primary contact and provide first-level support for a limited number of clients.
Participate in and/or act as lead on special projects or initiatives as assigned.
Main point of contact for a minimum of one key account as assigned by their manager
SME for at least one (or more) products
Attend meetings with key customers in support of their teams. Ensure agenda is sent out, minutes are being taken and distributed and action items are followed on.
Manages workload and case activity for their teams, utilizing appropriate Zendesk tools, including reports, dashboards and custom views.
Manages Product or Service Connect queue and CCE TV queues.
Proactively share knowledge and best practices on processes, tools, and products with their colleagues.
Work more independently with their accounts
Assist their team with workload and issue management, to ensure timely and accurate responses to our customers.
Respond, evaluate, troubleshoot and prioritize incoming product-related issues and effectively escalate to various technical support staff when needed
Logs and tracks calls using Salesforce tracking software and maintains historical records and related problem documentation.
Maintains a strong working knowledge of supported products and continually strives to enhance skills through ongoing training, reading, and participating in projects and improvement initiatives.
Develop a strong understanding of the business and can relate problems to business impacts. Understand when to place a sense of urgency and when to escalate critical problems to management.
Work in conjunction with Sales and Product Development staff to create and deliver new/and/or custom products and samples are required by clients.
Ability to coordinate with multiple internal departments to resolve customer-related issues or requests.
Provide on-call support – beeper coverage rotation required 24/7 (as assigned)
Associates or Bachelor’s degree in a technical discipline
At least 5 years of experience in a customer facing role.
Successfully supported at least one key account at Gracenote or equivalent experience in a previous company with minimal support.
Demonstrated willingness and ability to identify and engage with resources outside of CX to help assist customers.
Proven ability to know where and when to escalate issues to ensure a timely and successful solution.
Shows ability to mentor reps through good communication (explaining processes), promote a good team environment, demonstrate emotional intelligence in interactions with customers and teammates.
Must possess strong customer service skills, emotional intelligence and excellent interpersonal and communication skills, both verbal and written.
Experience in research and resolution of problems using analytical skills in a digital environment is strongly preferred.
Must be self-motivated and able to work effectively with minimum supervision and assume responsibility for appropriate follow-through.
Ability to adapt to a fast-changing work environment while maintaining stability of performance under pressure and to demonstrate patience and control when dealing with difficult situations.
Ability to organize, schedule and complete multiple tasks concurrently.
Working knowledge of business software/applications - Google Suite, Microsoft Office Suite, Salesforce, etc.
Basic knowledge of custom software applications used at the Gracenote Queensbury NY office is helpful.
French and or Portuguese language skills are a plus.

Employment type
Full-time

Work arrangement
No