Customer Support Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Pellera Technologies

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏢 Enterprise

🔒 Cybersecurity

🤖 Artificial Intelligence

Enterprise • Cybersecurity • Artificial Intelligence

Pellera Technologies is the premier enterprise IT solutions partner formed by the merger of Converge Technology Solutions and Mainline Information Systems. Pellera delivers end-to-end digital transformation services—advising, implementing, and managing—across areas such as artificial intelligence and analytics (including a Data & AI Design Studio), hybrid cloud and app modernization (notably IBM Power for Google Cloud/IP4G), cybersecurity, digital workplace, managed services, and next‑gen data center solutions. The company serves large and mid‑market customers across industries (banking, healthcare, government, manufacturing, retail, transportation), and reports scale metrics such as ~3,200 employees, $4B revenue (2024), 1,000+ technology partners, 4,250 technical certifications, and 35+ years of experience.

📋 Description

• Provide first-level support for inbound interactions and requests from end users, staff, and patients • Maintain end-to-end responsibility for end-user support needs, providing timely, reliable, and courteous service • Participate in and adhere to standard operating procedures • Assist with developing and improving work instructions, procedures, and documentation • Maintain exceptional attendance • Mentor and assist with training new Customer Support Specialists • Act as a touchpoint for handing off in-depth issues before escalation beyond the Level 1 support group • Conduct regular queue management to ensure adherence to standard operating procedures • Maintain the skills needed to handle incidents and requests in line with established service levels • Provide feedback and intelligence gained through customer interactions • Update knowledge in Knowledge Management databases • Perform other duties as assigned

🎯 Requirements

• Excellent verbal and written communication skills • Professionally respond to telephone calls, emails, chats, and voicemails for customer support • Technical writing experience • Innovative, team-oriented problem solver • Excellent interpersonal and customer service skills • Strong commitment to providing quality service • Excellent organizational, time management and follow through skills • Ability to prioritize tasks and delegate them when appropriate • Ability to function well in a high-paced and at times stressful environment • Experience troubleshooting Microsoft Office • Ethical and critical thinking • Ability to type at least 25 words a minute • High school diploma or equivalent • Prolonged periods of sitting at a desk and working on a computer • Must be able to lift up to 15 pounds at times

🏖️ Benefits

• Monday to Friday, first shift hours, 40 hours per week • Remote work arrangement • Work hours in the Central Time Zone