Customer Support Specialist
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Suss Consulting Inc
US
Summary
The Customer Support Specialist will serve as the primary point of contact for clients, responding to inquiries via phone, email, and chat. They are responsible for diagnosing technical issues, documenting interactions in the CRM, and providing product guidance to ensure customer satisfaction.
Job Description
Job Description
Suss Consulting Inc is seeking a motivated Customer Support Specialist to join our team in Jenkintown, PA. This is a full-time, remote position ideal for an entry-level candidate looking to launch a career in the information technology sector. As a Customer Support Specialist, you will be the first point of contact for our clients, providing timely and effective assistance to ensure a seamless experience with our IT solutions.
In this role, you will work remotely, collaborating with a supportive team dedicated to delivering high-quality customer service. You will handle inquiries, troubleshoot basic technical issues, and guide users through our products and services. This position offers a fantastic opportunity to develop your skills in a fast-paced, customer-focused environment while contributing to the success of a growing IT company.
Salary: Ranges from $52,000 to $62,800 per year
Location: United States (Remote)
Responsibilities
- Respond to customer inquiries via phone, email, and chat in a professional and timely manner
- Diagnose and resolve basic technical issues related to our software and services
- Escalate complex issues to the appropriate technical teams while maintaining ownership of the customer experience
- Document all interactions and solutions accurately in our CRM system
- Provide product guidance and best practices to customers to maximize their satisfaction
- Collaborate with team members to improve support processes and resources
- Stay updated on product updates, industry trends, and internal policies
- Assist with onboarding new customers and collecting feedback to enhance service quality
Requirements
- High school diploma or equivalent; a degree in IT, communications, or a related field is a plus
- Strong verbal and written communication skills in English
- Basic understanding of computer systems, software, and troubleshooting
- Excellent problem-solving abilities and attention to detail
- Ability to work independently in a remote environment and manage time effectively
- Customer-centric mindset with a passion for helping others
- Familiarity with helpdesk ticketing systems (e.g., Zendesk, Freshdesk) is preferred but not required
- Willingness to learn and adapt to new technologies and processes
For over 40 years, Suss Consulting – a boutique firm focused on federal information technology – has delivered results in market analysis, opportunity capture, and proposal development to systems integrators, carriers, equipment manufacturers, software developers, and cloud service providers.
Suss Consulting's Areas of Distinction:
- Network and Information Technology Specialists with Deep Roots across the Federal Government.
- Federal Program and Technical Executives with a Bench of Experienced Business and Proposal Experts.
- Proven Track Record Identifying, Shaping, Bidding and Capturing over $50 Billion in Major Contracts.
- Trusted, Respected Advisors in a Firm Recognized across the Industry for Ethical Standards of Conduct.
- Tailored Customer Engagements to Meet Client-Unique Objectives, Constraints and Cultures.
Founded
1982
Company size
51-200 employees
Industry
IT Services and IT Consulting
Org type
Privately Held
Headquarters
Jenkintown, Pennsylvania
For over 40 years, Suss Consulting – a boutique firm focused on federal information technology – has delivered results in market analysis, opportunity capture, and proposal development to systems integrators, carriers, equipment manufacturers, software developers, and cloud service providers.
Suss Consulting's Areas of Distinction:
- Network and Information Technology Specialists with Deep Roots across the Federal Government.
- Federal Program and Technical Executives with a Bench of Experienced Business and Proposal Experts.
- Proven Track Record Identifying, Shaping, Bidding and Capturing over $50 Billion in Major Contracts.
- Trusted, Respected Advisors in a Firm Recognized across the Industry for Ethical Standards of Conduct.
- Tailored Customer Engagements to Meet Client-Unique Objectives, Constraints and Cultures.
Founded
1982
Company size
51-200 employees
Industry
IT Services and IT Consulting
Org type
Privately Held
Headquarters
Jenkintown, Pennsylvania
