Support Specialist

Company: Harris Computer Systems
Location: El Paso
Posted on: January 23, 2023

Job Description:

The Support Specialist is often the first contact for Caliber Public Safety customers and is responsible for creating an excellent customer service experience for the customer. This position will be responsible for generating tracking tickets for customer issues reported from multiple sources including telephone and electronic medium, assigning to appropriate resource; documents all communications with customers and provides administrative and other support to other departments throughout the organization.

What your impact will be:

* Respond to inbound phone and electronic requests for technical assistance with multiple software packages with a high degree of urgency and accuracy.
* Logging problem tickets for customers and issuing tracking numbers in database.
* Ensure complete and accurate information within the call to ensure proper routing and handling by technical specialists.
* Follow up with callers on complaint/question status to ensure customer satisfaction is met
* Assist technicians with call load management in order to meet required response times.
* Manage all customer situations in a professional and courteous business manner with an emphasis on customer satisfaction and set metrics goals, knowing how to balance both.
* Assess and escalates potential issues to management, as needed.
* Document all communications with customers as it relates to outstanding technical issues in order to escalate to Management in a timely fashion.
* Utilize internal guidelines for effective call processing and escalation of reported problems to Management.
* Triage and prioritize customer inquiries.
* Provide level one technical assistance.
* Other duties as assigned.

What we are looking for:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

* 1 plus years work experience in a front-line customer service role demonstrating excellent customer service skills and high work ethic (reliable, punctual, etc.)
* Working knowledge of MS Office products - heavy email and excel
* Must be able to multi-task and must have excellent follow-up and follow-through abilities.
* Provide courteous and professional customer service via phone and or written communication.
* Independent problem solver and good decision maker.
* Effective written and verbal communication
* Clearly answers the telephone following prescribed telephone procedures; demonstrates good telephone demeanor; responds to caller's requests for information or transfers the call to other personnel who can provide assistance.
* Primarily normal business hours but must be willing to work after-hour shift and/or weekends and holiday hours as needed to meet business needs.

What would make you stand out:

* Excellent problem solving and customer service skills
* Finding solutions, not problems approach
* Team player
* Public safety knowledge of products CAD/Mobile/RMS

What we can offer:

* Opportunity for professional growth
* Comprehensive benefit package
* Lifestyle rewards

About us:

Caliber Public Safety provides Computer Aided Dispatch, Records Management, and Mobile solutions to 1,000+ Public Safety agencies across North America. Our customers include Federal & State Police Agencies, County Governments, Large Metropolitan, and mid-small cities. We pride ourselves in providing solutions with data sharing and interoperability at the core of our products. Approximately 40% of our team comes from Public Safety, that is why we share the same passion our customers do. We believe the best way to move our business forward is by taking care of our customers and employees - earning the right to win new business. As a business of Harris Computer Systems, our customers enjoy software for life. Meaning, we will never sunset a product in use by a maintenance paying customer. We are in the business of forever.

Keywords: Harris Computer Systems, El Paso , Support Specialist, Other , El Paso, Texas