Business Support Specialist

Responsibilities

• Provides technical support to customers and/or employees via telephone, fax, email, text or other web/internet media regarding technical aspects of assigned products.
• Answers questions about installation, operation, configuration, customization and usage of assigned products.
• Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Escalates complex problems to senior level Customer Technical Support Specialist or Supervisor.
• Strong organizational skills, with attention to detail and ability to prioritize workload.
• Capacity to think and solve problems independently within a changing environment while being customer focused and building solid relationships.
• Strong interpersonal and business communication skills, both written and verbal.
• Ability to manage time effectively, make decisions and work independently within a team atmosphere.
• Proficient in Microsoft Office Suite of products, including Outlook, One Note, Teams, Excel, PowerPoint, and Word.
• Experience monitoring and responding to metrics, resulting in a path of continual improvement.
• Proficient with Microsoft Power BI or similar advanced reporting tools.
• Ability to follow through with tasks/projects to successful completion.

• 1+ years of experience in Customer Service and Technical Support
• High School diploma or GED
• Strong written and verbal communication skills
• Previous experience in SAP preferred
• Proficient with MS Word, Excel, and Power Point
• Ability to work extended hours to meet business demands
• Ability to obtain LEAN certification
• Ability to read, write and communicate in Spanish, preferred