Remote Technical Support Agent

Summary

Join Riverside Insights in providing best-in-class support to customers, fostering collaboration with internal teams, and enhancing customer understanding of products. As a customer support specialist, you will troubleshoot issues, educate customers on new features, and stay updated on product changes through training sessions.

Requirements

• Education: Associates degree or higher preferred
• Experience in customer support and technical support
• Strong Microsoft Suite product knowledge (excel, word, outlook)
• Ownership mindset and desire to help customers
• Excellent oral & written communication skills
• Active listening skills
• Organizational and prioritization skills to monitor tickets statuses and respond as needed
• Ability to gather, comprehend, and synthesize complex information
• Analyzing and evaluating information critically to provide accurate and relevant responses to customer inquiries
• Ability to express ideas clearly, effectively, and with a positive attitude
• Demonstrating a high level of competency in team collaboration and communication skills

Responsibilities

• Troubleshoot and resolve customer questions and concerns, ensuring a high level of customer satisfaction
• Foster collaboration with internal support teams across various functions and communication channels
• Demonstrate platform knowledge to enhance customer understanding and utilization of products
• Educate customers by sharing new features, relevant updates, tips, and best practices
• Enhance knowledge through training and development sessions to stay updated on product changes and support best practices

Benefits

• Medical, Dental, and Vision plans
• Company paid basic life and AD&D insurance
• Company paid short-term and long-term disability
• Supplemental life insurance options
• Company paid Employee Assistance Program (EAP)
• Retirement plan with discretionary company matching
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Premium subscription to Calm for employee and dependents
• Company paid time off (PTO)
• 13 named holidays, 2 floating holidays, and 4 early-release half days
• Flexible work arrangements
• Work-from-home expense reimbursement
• Tuition Reimbursement Program
• Company orientation and 30/60/90 Day Onboarding