Customer Care Center Specialist – Remote – Virginia

Customer Care Center Specialist – Remote

Visionary Integration Professionals LLC

Virginia

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Meridian Knowledge Solutions, LLC, a Visionary Integration Professionals subsidiary, is the leading provider of enterprise, web-based learning management software. Meridian’s powerful yet easy-to-use solutions are leveraged by organizations dedicated to building world-class learning enterprises inspired and focused on delivering exceptional results. Meridian’s software is being used by some of the world’s largest, most successful organizations, including Fortune 500 companies and government agencies. The company is headquartered in Arlington, VA. For additional information about Meridian Knowledge Solutions, visit www.meridianks.com.

Meridian is seeking a Customer Care Center Specialist (CCCS) to join our team. This is a remote opportunity.

The CCCS will provide technical assistance and support for incoming users queries and issues related to computer systems and software and will respond to queries via a ticketing system. An excellent CCCS must be able to communicate effectively to understand the problem and explain its solution. Must also be customer-oriented and patient to deal with difficult customers.  The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities:

  • Serve as the first point of contact for external users seeking technical assistance via the helpdesk ticketing system, starting at 12pm EST and ending 8pm EST Monday through Friday.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Record events and problems in the ticketing system
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Maintain an orderly and organized central ticket queue
  • Work with internal team members to complete hot fix functionality testing and report bugs
  • Perform demos highlighting product functionality and hot fix changes, as needed
  • Communicate concisely and professionally with internal team members
  • Work with Professional Services, Advanced Support Teams, and Product Management Teams to resolve issues & close tickets in a timely manner
  • Communicate concisely and professionally with end users, domain administrators, and other team members

Desirable qualifications:

  • Prefer BSc/BA in IT, Computer Science or related field, or equivalent experience
  • Excellent communication skills
  • Proven experience as a Helpdesk Technician or other customer support role is a plus
  • Proficiency with Microsoft Office applications and Windows
  • Proficiency with Google Chrome, Firefox, and Microsoft Edge
  • Ability to diagnose and resolve basic technical issues
  • Customer-oriented and cool-tempered
  • Ability to self-manage individual queues
  • Ability to compose professional written correspondence to internal and external users
  • Collaboration Skills
  • Communication Proficiency
  • Discretion
  • Ethical Conduct
  • Organizational Skills
  • Personal Effectiveness/Credibility
  • Presentation Skills
  • Technical Capacity
  • Thoroughness
  • Time Management
  • Problem Solving/Analysis
  • Customer/Client Focus
  • Decision Making

The compensation for this position is $50,000 to $55,000 per year depending on experience and qualifications. This position is eligible for a benefits package including; medical, dental, vision, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, 7 paid holidays and flexible paid time off.

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