Position Overview

Source’s relentless goal is to provide world-class support to customers & partners by creating undeniable client value. Support Specialist resolve support cases for customers with basic user issues and manage routine events using contracted resources when required. Support Specialist are the first point of customer contact whose key responsibilities include quickly responding to requests for assistance, accurately framing each case and assigning cases to the appropriate technical support team, conducting pre-games with Field Engineers, running ready for on-sites, and parts dispatch.

Success requires responsiveness, disciplined self-direction, ability to effectively multi-task, follow-through, clear communication, and skill to manage customer situations often under tight deadlines. Expect regular interaction with customers, team members, field engineers (FEs) and others. Focus is to resolve issues swiftly, professionally and with a keen sense of quality and the customer experience.

Source supports a broad, diverse set of customers. Support Specialists are responsible to develop a solid technical understanding of customer products and pursue excellence in executing all Source customer processes to meet their requirements. It is important to clearly document workflow activities as they occur, so customers can monitor case progress. Additionally, Source persistently pursues continuous improvement. Everyone is expected to strive for improvement individually and as a team.

Key Responsibilities Include:

• Monitoring all inbound communications to ensure that all channels (phone, email & console) are handled promptly & that none are missed
• Quick & efficient responses to customer/partner requests for technical support
• Directing the diagnosis & workflow of each service event to ensure successful conclusion
• Adhering to established procedures & protocols to ensure superior customer satisfaction
• Delivering responsiveness & integrity in all customer communications
• Accurately documenting, tracking & monitoring cases to ensure timely resolution
• Contacting, vetting, securing & working with the chosen FE to successfully execute each field event
• Seeking aid & help from SOC staff as needed
• Escalating to SOC management and partners per established procedures
• Working with the SOC to accomplish assigned goals & objectives
• Actively participating in the shift rotation including weekends, after hours & holidays as needed
• Performing other duties and projects as assigned

Education & Experience 

• GED or equivalent industry experience
• Customer service or support experience

Required Technical Skills

• Knowledge of office automation products, Office 365 (Outlook & Excel, in particular)
• Log gathering experience
• Case management experience in Salesforce Service Cloud preferred

Required Soft Skills

• Dedication and focus on customer satisfaction and follow-through
• Strong phone presence coupled with outstanding customer service skills
• Ability to multi-task & thrive in fast-paced environment
• Patience in dealing with stress and challenging situations
• Experience, judgment and drive to plan, make decisions and accomplish individual & team goals
• Excellent teamwork aptitude and skills
• Strict attention to detail especially in following case process documentation
• Good writing skills to create relevant, succinct case notes
• Strong computer skills including typing accurately while on the phone to capture required case information
• Organized with demonstrated ability to work independently, take initiative and solve problems
• Manage all internal & external interactions in a professional and courteous manner

Physical Requirements & Work Environment

• Expected to work at Source’s office unless other arrangements have been agreed to
• Reasonable accommodations may be made to enable performance of essential job functions
• Ability to efficiently operate a computer is expected
• Regularly required to sit, use hands/fingers, speak and listen
• Specific vision abilities include close vision, color vision and ability to adjust focus
• Low to moderate noise volume

Contact Us

• [email protected]
  678-835-6100