Support Specialist

As a Support Specialist at Nymbl, you'll provide crucial client support and an exceptional user experience for our CRT & O&P software platform.

Your primary responsibilities include:

• Manage support tickets in an efficient and expeditious manner while maintaining a high standard of customer service
• Answers requests from clients by phone, email and software chat covering a range of questions regarding technical, operational, setup, and instructional issues
• Troubleshoot the software and problem solve workflow issues for customers
• Take ownership of issues and provide efficient and detailed follow up to strategic resolution
• Become knowledgeable in the inner workings of the software and back-end processes
• Document and communicate details of the interaction with clients using Zendesk
• Answer complaints in an empathetic and professional manner while maintaining a positive attitude toward customers at all times

• Bachelor’s degree or equivalent work experience
• Outstanding customer service skills with a genuine desire to assist others.
• Exceptional interpersonal and communication skills, allowing you to connect effectively with a diverse range of individuals.
• Excellent decision-making and organizational skills to manage tasks efficiently and effectively.
• The ability to empathize and communicate with contentious customers, de-escalating situations, and finding resolutions.
• Excellent time management skills with the ability to multi-task, prioritize work, and meet deadlines in a fast-paced environment.
• A strong sense of ownership and pride in your performance, understanding its direct impact on the company’s success.
• Critical thinking and problem-solving skills to analyze issues and develop effective solutions.
• A strong desire to help customers and ensure their satisfaction.
• The ability to learn quickly and be resourceful, adapting to new tools and information swiftly.
• Experience using Zendesk, Jira, and Microsoft Office products is preferred.

• Experience in customer technical support

Nymbl is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We are a unique team who love to have fun but also take our jobs very seriously. Benefits and PTO are included for full-time employees. A healthy work-life balance is strongly encouraged.

Note:

this job description is not exhaustive and may be subject to change based on the needs of the organization.