Riverside Insights is hiring a
Technical Support Agent

Summary

The job is for a Customer Support Specialist at Riverside Insights. The role involves providing effective customer service, troubleshooting, collaboration, product education, and continuous learning. Remote work is required with specific working hours. Preferred qualifications include an associates degree or higher, experience in customer support and technical support, strong Microsoft Suite knowledge, excellent communication skills, active listening skills, organizational skills, and the ability to analyze and evaluate information.

Requirements

• 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

• Provide effective service and support by demonstrating strong problem-solving and communication skills
• 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

Preferred Qualifications

Remote work required with specific working hours (10am-6pm CST)

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