Customer Support Specialist II

Company: Grace Hill
Location: Greenville
Posted on: January 13, 2022

Job Description:

The Customer Support Specialist II is an upper-tier support associate responsible for solving complex technical issues for our clients. The Customer Support Specialist II will work cross-functionally with Account Managers to ensure that our clients are learning the platform using best practices, increasing usage and adoption, and addressing technical concerns.

Responsibilities
Offering best-in-class technical issue resolution service to our clients with administrative permissions
Responding to administrator support technical requests via phone and web tickets
Collect and review/update client information
Stay current with Vision platform changes, updates and support utilities
Fully documenting all phone interactions using ticket documentation guidelines
Follow up and make scheduled callbacks when necessary
Manage and monitor caseload according to standard practices
Keeping all tickets consistently updated using ticketing guidelines
Identify, document and escalate priority issues, outages or perceived emergencies
Properly assigning and monitoring Gitlab tickets
Responsible for escalating major issues to the Support Team Manager and/or Account Manager
Collaborate with other team members and departments in order to facilitate delivery of support to clients
Test fixes to ensure problems have been adequately resolved
Provide backup to tier 1 support as needed
Provide critical feedback to peers
Additional duties as assigned

Qualifications
High school diploma or G.E.D. required
College degree and/or a minimum of two years experience in a high volume technical support role preferred
Excellent written and verbal communication skills
Effective listening and probing skills to identify technical assistance needs of the client and opportunities to offer additional assistance
Must be detailed oriented and showcase strong organizational skills
Proven ability to multitask while also maintaining strong levels of customer service via the phone and/or email.
Demonstrated proficiency in typing and grammar
Experience with SalesForce and Grace Hill Vision is preferred
Results-oriented, ability to work independently as well as within a team environment

About Grace Hill

Grace Hill is the market leader in strategic Human Capital Management and Customer Experience for the Real Estate industry. We help Real Estate operators and investors globally to improve portfolio performance by channeling the voice of their customers (residents, tenants) into how their property and team operate to drive improved NOI, vacancy and retention rates. Our software platform provides intelligent integrated solutions, including: Talent Management, Policy and Compliance Management and Customer Experience Management.

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Keywords: Grace Hill, Greenville , Customer Support Specialist II, Other , Greenville, South Carolina