Service Specialist

Service Specialist Opportunity

What makes One Step great? Our people! At One Step, we understand that each employee's contributions make us who we are! We are dedicated to creating a healthy and positive culture that empowers every team member to make the greatest impact on our business.

IT company is looking for an experienced Service Specialist to schedule the in-coming service issues in our Technical Customer Service Department. Must have a track record of longevity.

Primary Duties

• Answer / triage incoming / outgoing phone calls, emails, voicemails professionally and cheerfully. Make our customers feel important and that their questions will be resolved in a timely manner. Verification of technical support contracts.
• Enter clients requesting support into the queue.
• Watch queue and dispatch tickets to customer service representatives.
• Keeping all customers not yet assigned to a Specialist well informed as to when their call will be handled.
• Call customers who leave a support call request in voice mail.
• Assist the customer service manager to ensure the Specialist are on the phones at their assigned scheduled times.
• Check open issues for stuck issues and escalate them to the manager for resolution.
• Check open issues daily to be pushed; and update all clients daily on their cases.
• Enter reports of customer complaints into company reporting system.
• Coordinate after-hour coverage.
• Provide administrative support to the technical departments, such as gathering department weekly stats, CRM admin, etc, as needed.
• Other duties as assigned.

Skills / Abilities

Other Benefits

Equal Opportunity Employer :

One Step is an Equal Opportunity Employer. The Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, political affiliation, marital status, genetics, protected veteran status, sexual orientation, gender identity or other non-merit factor.