Technical Service Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $21 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

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National Safety Council

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1913

💼 Consulting

📦 Logistics

🏥 Healthcare

💰 Grant on 2021-11

Consulting • Logistics • Healthcare

National Safety Council is a leading nonprofit organization dedicated to promoting safety and preventing injuries and deaths in the United States. The council offers a comprehensive range of safety training programs and resources, including first aid, driver safety, workplace safety, and advanced safety certification. It also provides consulting, safety assessments, publications, and white papers focused on various safety topics. NSC is involved in campaigns such as Distracted Driving Awareness Month, and it hosts events and conferences to enhance safety knowledge and practices nationwide. Its offerings extend to specialized programs for businesses, employees, and families, and it is committed to fostering a culture of safety through research, education, and advocacy.

📋 Description

• Handle support calls, chat, email, and other user communications • Provide Level 2 technical support for a web-based eLearning platform and related computer systems • Troubleshoot and resolve software and hardware inquiries • Meet performance, quality, customer satisfaction, and regulatory requirements • Draft and implement template email and chat responses • Train and coach new and existing colleagues on customer contacts and eLearning support • Create training plans, process documents, user guides, skill assessment tests, job aids, contact flows, and other team resources • Assist with quality assurance monitoring and evaluation • Identify recurring errors and address them through training or resource improvements • Conduct deskside coaching, mentoring, and continuing education sessions • Conduct user acceptance testing for learning management system implementations, fixes, and updates • Create process documentation for learning management system activities and functionality • Design and update data tracking for service, support, and contact center metrics • Perform other related duties as assigned

🎯 Requirements

• Bachelor’s degree preferred • At least three years of experience providing customer service in a contact center environment • Previous experience providing customer technical support by phone, chat, and/or email • At least two years of experience training others, preferably in a contact center environment • Proficient with Microsoft Office Suite and industry-related contact center software • Excellent verbal and written communication skills • Excellent interpersonal and customer service skills • Strong customer service and team orientation • Data entry accuracy and integrity • Ability to explain technical issues to technical and nontechnical employees and customers • Strong analytical and problem-solving skills • Proficient with or able to quickly learn computer hardware and software • English required; bilingual Spanish role available • Legally authorized to work in the United States; visa sponsorship requirements apply

🏖️ Benefits

• At least 20 PTO days accrued 1st year • 11 paid holidays • Flexible work arrangements • Comprehensive medical, dental, vision, and life insurance plans • Flexible spending accounts for medical and dependent care • 403(b) and Roth 403(b) with employer match up to 6% • Reimbursable training • Student loan pay down • Dress for your day • Recovery-Friendly Workplace with confidential resources and reasonable accommodations

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