Technical/Customer Support Specialist

Technical/Customer Support Specialist

Liberated Syndication (libsyn) is seeking a dedicated and motivated individual looking for a career in technical / customer support field at the world’s leading podcast hosting company. This full-time position is located in the Pittsburgh, PA area.
Job Duties:
Front line, first point of contact for our customers
Interact with customers via e-mail and tickets in our helpdesk system
Primary focus on providing post-sales support (technical, customer service and billing)
Trouble shoot customer issues to verify bug(s) and identify problem
Triage incoming tickets and manage on-going, open tickets to resolution
Evaluate technical issues and suggest solutions or workarounds to customers, and escalate as needed
Testing, creation and verification of bug reports in conjunction with support and development teams for production software and new releases
Improve the customer experience by identifying internal improvements to documentation, UI or features
Assist with creation/improvement of documentation, tutorials and webinar resources
Provide basic inside sales and post-sales support with referral to sales team, as appropriate
Responsible for account set-up, service provisioning for new customers or features
Recommended Skills:
Strong customer-focus and advocate
Outstanding customer service skills and a dedication to solving problems
Excellent written and verbal communication skills
The ability communicate effectively with both technical and non-technical customers
Ability to work in a small team and take on responsibilities as needed
Working knowledge and understanding of:
HTML, XML and RSS feeds
Podcasting, blogging & social media
Web hosting and web services
Required Experience:
Minimum 2-yr Associates Degree, 4-year degree preferred
Minimum 2-yrs experience in a technical support role

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