Support Specialist

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Gain comprehensive knowledge of ImageTrend products and service offerings to assist our clients and resolve their inquiries, including responding to incoming calls, emails, or chat messages from customers.

• Address issues promptly or, if further information is required, monitor and follow up on outstanding issues to guarantee escalation and eventual resolution within the specified SLAs.

• Actively communicate updates and maintain follow-up with the customer or internal teams as necessary until the issue is resolved, ensuring ownership of the communication process and compliance with standard procedures for updating CRM, ticketing, or other internal systems.

• Work collaboratively with Support and other cross-functional teams as needed to escalate, follow up, advance, or resolve client concerns.

• Consistently engage with customers in a professional and productive manner that enhances their experience with ImageTrend.

• Provide assistance with testing and reproducing unidentified software and hardware issues reported by the customer base as needed.

• Complete special projects and tasks as assigned.

• Cultivate an understanding of the business processes supported by ImageTrend products.

• Travel to orientation sessions, industry or company events, and other onsite meetings as required.

• Perform additional duties as assigned.

⛳️ Requirements

• A degree or an equivalent combination of education and relevant work experience.

• Demonstrated customer service experience supporting a software solution or technology product, preferably within the Public Safety or Healthcare sectors.

• Excellent interpersonal and communication skills, both written and verbal.

• Strong troubleshooting, analytical, and creative problem-solving abilities.

• Effective time management skills, the capacity to thrive in a fast-paced environment, and adaptability to changing priorities.

• Self-motivated with the ability to work independently in a highly collaborative and team-oriented atmosphere.

• Technical capability to learn new systems and familiarity with MS Office Suite or similar tools.

• Ability to exercise discretion when handling proprietary and confidential information.

• Passion for learning and expanding knowledge or skills.

• Strong work ethic, integrity, honesty, collaboration, and team orientation.

• Willingness to travel up to 10% annually.

🏝️ Benefits

• Insurance: Core healthcare coverages, along with employer-sponsored group policies and additional voluntary plans.

• Paid Time Off: Flexible PTO, Sick Days, Holidays, Parental Leave, and Volunteering opportunities.

• Retirement: Options for Roth or Traditional 401(k) with Employer Match.

• Flexibility: Remote, Hybrid, and Onsite options, along with Flexible and Alternate Scheduling Arrangements.

• Career Advancement: Opportunities for internal growth, Tuition Reimbursement, Professional Development, and access to LinkedIn Learning.

• Long-term: Community Gains Incentive Program.

• Other perks: Referral Bonus Program and Employee Assistance Program.