Customer Technical Support Specialist

1. Manage client accounts: Registering, access provisioning, notifications, account reconciliation and login assistance.
2. Provide end-to-end technical support across JCR platforms, including ticket creation, technical troubleshooting, issue resolution, providing appropriate documentation on the resolution and ticket status, using Salesforce case management.
3. Support a portfolio of products, resolving login issues, navigation challenges, system errors, content access inquiries and handle client product licenses as necessary.
4. Directly communicate with the client, via phone, email and cases; throughout the ticket life cycle.
5. Maintain and enhance knowledge management resources, including internal/external documentation and participate in system testing, pre-release validation, defect identification, and usability issues.
6. Collaborate with cross functional teams to resolve issues, support continuous improvement initiatives, and enhance overall client experience.
7. Other duties as assigned.

1. Bachelor’s degree in Information Services or equivalent is required.
2. Superior organizational and customer service skills, strong analytical and problem-solving skills required for providing client service and support for web based commercial software.
3. Minimum 2 years web-based application support experience: Salesforce experience is a plus.
4. Solid interpersonal skills, working within cross-functional teams, and interacting with technical and non-technical management levels. Must be able to own client issues, push for resolution and keep the client informed along the way.
5. Highly motivated, energetic, self-starter, passionate about technology and helping people successfully use it.
6. Spanish language proficiency is a plus.

This job description is intended to describe the general nature and level of work performed by an employee assigned to this position. The description is not an exhaustive list of all duties, responsibilities, knowledge, skills and abilities, and working conditions associated with this position. All requirements are subject to possible modification due to business needs and/or reasonable accommodations for individuals with disabilities.