Location: Texas or North Carolina ONLY - remote position. Option to work in Charlotte, NC office. Hours: Monday-Friday, varying hours between 9:00am-7:00pm ET Position Type: Permanent full-time position, however candidates may be hired on a temp-to-perm basis General Summary Provide high-quality unscripted customer service and technical support to existing and prospective Ad-ID customers. Individual must be able to quickly develop and maintain a high level of knowledge of the Ad-ID system in order to assist customers. This role requires someone who is well-organized, self-directed and a team player. Primary Responsibilities Provide timely responses to all customers through written and verbal communication as well as scheduled system demonstrations, recognizing when issues need to be escalated. Respond to a broad range of customer inquiries regarding system functionality, pricing, invoices and industry best practices. Follow up on outstanding customer matters. Understand and follow standard policies and procedures with the ability to adapt to each unique situation and determine the appropriate course of action. Ensure customer satisfaction by building relationships and understanding the complex nature of the business relationships among our customers. Understand Ad-ID system functionality and keep up to date on new features in order to troubleshoot system performance, permissions, login issues and application errors. Document and communicate system issues and customer feedback to management and technical team for system enhancements and updates. Skills/Requirements Must be located in North Carolina or Texas 1-2 years of work experience in customer and/or system support role required. Strong interpersonal and problem solving skills. Attention to detail and accuracy. Ability to understand technical concepts and communicate them clearly to system users with varied technical backgrounds/skill levels. Professional verbal and written communication skills. Ability to learn and assimilate new information and software applications quickly. Prioritize and manage multiple open cases at one time and manage cases that require special attention and follow up. Flexible and able to adapt to constant change. Proficient in Microsoft Office products, specifically Excel and Word. Previous experience in the advertising/marketing industry a plus. Benefits The following benefits are offered to full-time Ad-ID employees hired on a permanent basis. Competitive compensation and bonus eligibility Medical, dental, vision insurance Company-paid life insurance 401(k) with company match Paid Time Off Paid Holidays To Apply At Ad-ID, we are passionate about providing top-notch service to every customer. We strive to create an environment where individuals are excited to come to work so we can better support our clients. If your skills, experience and enthusiasm align with this positions requirements and responsibilities, please forward your resume to humanresourcesad-id.org.
Associated topics: client, deskside, front desk, information technology, information technology support, network, support analyst, support specialist, technician, technology