Customer Support Specialist

Excellent long term contract opportunity with a great Company in the Cleveland area!

Requires an individual well-versed in working with the public to answer informational questions and resolve payment processing issues. Is responsible for a variety of tasks including assisting customers make payments, correcting errors, general system feature & function questions and managing complaints. The position objective is to provide a positive customer experience and enhance the relationships between the customer and company.

• Provides tier 1 customer support via telephone, email, text and live chat.
• Delivers prompt, effective and professional solutions to customer problems or inquiries.
• Troubleshoots issues across multiple platforms related to system features, functionality, connectivity and availability and escalates when appropriate.
• Encourages customers to leverage online resources to enhance understanding and experience.
• Assumes ownership of customer issues and follows up on issues not resolved with first contact.
• Assists other technical and operations support teams in providing root cause analysis.
• Manages customer’s personal information in a confidential and secure manner per company and system policy.
• Communicates customer feedback/insight to product, technical & operations support teams. Identifies and implements process improvements to enhance support functions efficiency and effectiveness.
• Contributes to and maintains the customer support function operational knowledge base.
• Participates in requirements development as a proxy for the customer.
• Performs other duties as assigned or requested by management.

• Bachelor’s Degree with 3+ years of work experience

• Strong communications skills both verbal and written.
• Strong listening and analytical skills.
• Able to manage a high volume of repetitive customer contacts.
• Capable of identifying and/or recommending continuous improvement opportunities within the team.
• Able to work as an individual contributor to related projects with some guidance.
• Experience using telephony, applications and support systems to manage high volumes of customer contacts.

• Employees typically sit most of the day, work with a computer and may answer/respond to phone calls. Physical movement consists of walking for meetings, breaks, etc. Ability to lift items weighing approximately 20 pounds on a limited basis is required. Employees may be required to travel by car/air.
• Able to work effectively in high-stress situations and a fast‑paced environment.

LRSolutions, LLC is an Equal Opportunity Employer. We are dedicated to sustaining an environment in which diversity is valued and differences are strengths. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, national origin, age, disability, gender identity or expression, genetic information or sexual orientation.

Must be legally authorized to work in the US without sponsorship for employment visa status now or in the future.

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