Description
The American Arbitration Association is seeking a Technical Customer Support Specialist to provide responsive, professional support to clients, panelists, case participants, employees, and other users of AAA’s internal and external-facing systems, including WebFile and Panelist eCenter.
This role serves as an important resource for users experiencing technical issues, access questions, document management concerns, and other system-related support needs.
The successful candidate will combine strong customer service skills with the ability to troubleshoot technical issues, diagnose problems efficiently, provide clear instructions, document support activity, and escalate more complex matters to the appropriate technical or specialized teams.
Work Arrangement: Remote / Work from Home.
Location: Candidates must reside in Nevada, Califormia, or Arizona.
Annual Compensation Range: $55,000–$65,000, plus an incentive opportunity targeting 7.5% of annual salary.
Schedule: The general work schedule is 9:00 AM - 5:00 PM Pacific Time, with occasional overtime.
What You will Do
ESSENTIAL FUNCTIONS-
Respond promptly to support requests via phone, email, chat, or ticketing system.
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Identify and resolve customer issues, including account creation, password resets, browser functionality, and document management.
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Provide clear instructions for issue resolution and efficient system use.
- Escalate complex issues to appropriate technical teams or specialized staff.
- Maintain detailed record of issues, troubleshooting steps, and resolutions.
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Troubleshoot and assist with custom applications (WebFile/Panelist eCenter)
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Develop and maintain a comprehensive understanding of WebFile and Panelist eCenter platforms and their interaction with PRISM.
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Contribute to FAQs and support documentation.
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Stay updated on platform changes and new features.
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Demonstrates regular, reliable, predictable job attendance.
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May be required to attend on-site and in-person meetings and training sessions as needed.
EDUCATION & EXPERIENCE
Associate's degree related field; 2 years of experience in a technical customer support role; or an equivalent mix of education and experience.
KNOWLEDGE, SKILLS, & ABILITIES-
Excellent customer service skills with the ability to handle challenging situations and customers with professionalism and empathy.
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Strong verbal and written communication skills, with the ability to clearly convey information and actively listen to customers, colleagues, and supervisors.
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Ability to analyze situations, identify problems, and propose effective solutions in a timely manner.
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Strong organizational skills with the ability to manage multiple tasks, prioritize effectively, and maintain accurate records.
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Proficient in using customer support software, ticketing systems, basic understanding of web technologies and browser functionality, web-based case management systems a plus.
Named one of the 50 best nonprofits to work for by the
NonProfit Times, AAA offers rewarding careers in a fast-paced, mission-driven environment. We offer a competitive compensation package, including incentives. Eligible employees also participate in a comprehensive benefits program that includes medical, dental, orthodontia, vision coverage, a student loan repayment program, a 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits.
Responds promptly to technical support requests received by phone, email, chat, ticketing system, or other support channels.
Identifies, troubleshoots, and resolves user issues involving account creation, login access, password resets, browser functionality, document uploads, document management, and related system questions.
Provides clear, professional, and easy-to-follow instructions to help users resolve issues and use AAA systems effectively.
Troubleshoots and provides support for AAA custom applications, including WebFile and Panelist eCenter.
Develops and maintains a strong working knowledge of WebFile, Panelist eCenter, and their interaction with PRISM and related AAA systems.
Exercises sound judgment in diagnosing issues, determining urgency, and escalating complex or unresolved matters to appropriate technical teams or specialized staff.
Maintains accurate and detailed records of reported issues, troubleshooting steps, resolutions, and follow-up activity in applicable support systems.
Communicates professionally and effectively with clients, panelists, case participants, employees, management, and other internal stakeholders.
Contributes to FAQs, user guides, support documentation, and other resources designed to improve the user support experience.
Stays current on platform changes, system enhancements, new features, and related procedures.
Maintains the confidentiality of case information, system access information, user records, and other sensitive data, and follows AAA information security, data privacy, and confidentiality policies.
Demonstrates regular, reliable, and predictable attendance.
Attends required virtual, on-site, or in-person meetings and training sessions.
Associate’s degree in information technology, business, communications, or a related field preferred.
Two years of experience in a technical customer support, help desk, client support, call center, or similar role; or an equivalent combination of education and experience.
Experience supporting web-based applications, customer portals, case management platforms, ticketing systems, or proprietary software is strongly preferred.
Experience in a law office, judicial, dispute resolution, claims, insurance, financial services, professional services, or other client-service environment is a plus.
Strong customer service skills, including the ability to respond professionally, calmly, and empathetically to challenging or time-sensitive support issues.
Excellent verbal and written communication skills, with the ability to explain technical information clearly to users with varying levels of technical proficiency.
Strong troubleshooting and problem-solving skills, including the ability to diagnose issues, ask effective questions, identify potential causes, and propose practical solutions.
Ability to manage multiple support requests, prioritize effectively, follow up timely, and maintain accurate records.
Sound judgment, discretion, and ability to maintain confidentiality when handling sensitive case, user, system, or account information.
Proficiency with Microsoft Outlook, Word, and Excel.
Experience using customer support software, ticketing systems, web-based applications, and case management platforms.
Basic understanding of web technologies, browser functionality, user access issues, file uploads, and document management.
Ability to learn proprietary systems and apply technical knowledge to support users effectively.
Ability to work independently in a remote or hybrid environment while remaining responsive, collaborative, and connected to the team.
Interest in using technology, including productivity tools and emerging tools such as generative AI, to improve efficiency and enhance the customer support experience is a plus.
This role is well suited for someone who enjoys helping people, solving technical problems, working through detailed procedures, maintaining accurate records, and providing calm, professional support in a service-oriented environment.
The American Arbitration Association is an equal opportunity employer and considers all employees and applicants for positions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable federal, state, and local laws.
The American Arbitration Association is an equal opportunity employer (EEO) and considers all employees and applicants for positions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.