The Customer Technical Support Specialist will have a broad knowledge of Internet technology, software applications and or computer hardware and a strong desire to provide outstanding customer support to our premier client base. You will utilize your strong communication and superior problem-solving skills to quickly and accurately respond to a wide variety of client inquiries from global information professionals & users of CCC’s rights and content delivery services. You will use and support a wide range of technology applications used in managing content, document delivery and copyright licenses. This is a great opportunity for self-motivated professional with an aptitude for technology and a strong desire to work in a client-facing role. In this role, you will work with leading-edge software and support some of the most highly respected companies from a variety of industries around the world.
The selected candidate may work in our Danvers, MA headquarters, or work remotely in the Eastern time zone.
Compensation range: $50,000 - $55,000
Other compensation: Performance bonus eligible
The actual salary offer to the successful candidate will be based on job-related education, training, licensure, certifications, related experience and other related factors.
What you will be doing:
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Ensure quality handling and resolution of calls and emails and provide solutions to meet established business objectives and improve the customer experience
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Maintain on-going technical expertise in several applications including CCC’s proprietary software, RightFind Enterprise, and act as a global product resource to the Operations, Customer Service, and Implementation teams
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Use your knowledge of software and systems to assist customers with technical questions and issues
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Research, troubleshoot, diagnose, and resolve reported issues or escalate to the Development team as necessary
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Complete customer-requested configuration changes within custom software solutions
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Confirm customer understanding of CCC’s solution and provide additional customer education and training as needed
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Recognize, document, and inform the manager regarding trends in customer calls and emails
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Through empathy, compassion, and understanding deliver exceptional customer service at all times
Requirements:
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1-3 years’ experience supporting customer facing software or a bachelor’s degree in a technical field required
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Interest and ability to grow in the role to increase your product and technical knowledge to support more complex inquiries
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Excellent verbal and written communication skills; impressive telephone etiquette and the ability to elicit callers’ needs with speed and confidence, while also exhibiting composure and politeness
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Strong aptitude for problem solving, exploring, and learning new technology - is solutions oriented
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Knowledge of advanced features in IE, Safari, Chrome, and Mozilla browsers
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Extraordinary attention to detail and follow-through along with the ability to multitask on a regular basis
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Consistently address complex client needs while demonstrating innovation and sound judgment in decision making
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A working knowledge of Windows and Mac operating systems as well as experience working with Salesforce, C#, and or HTML.
A pioneer in voluntary collective licensing, CCC is a leading information solutions provider to organizations around the world. CCC works to advance copyright, accelerate knowledge, and power innovation. CCC helps organizations harness the power of data, AI, and machine learning to drive strategic decision-making, grow their businesses, and gain competitive advantage.
When you join CCC, you become part of a dynamic organization strengthened by our community. We care about our team members and clients. We strive to create advanced technology in a vibrant, innovative culture. CCC provides excellent benefits.
CCC is an Equal Opportunity, Individuals with Disabilities and Protected Veterans Affirmative Action Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and/or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and/or veteran status, and any other characteristic protected by applicable law.
If you need accommodation for any part of the employment process because of disability, please let a member of our HR Department know the nature of your request.
