Support Specialist

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

📋 Description

• Gain comprehensive knowledge of ImageTrend's products and service offerings.

• Address customer inquiries and troubleshoot issues through incoming calls, emails, or chat communications.

• Resolve issues promptly or track and manage open issues through escalation and resolution within established SLAs.

• Proactively provide updates and follow up with both customers and internal teams.

• Manage the communication process and update CRM, ticketing, and other internal systems accordingly.

• Collaborate with Support and cross-functional teams to escalate, follow up, advance, or resolve client issues.

• Engage professionally with customers to enhance their overall experience.

• Assist in testing and replicating unknown software and hardware problems.

• Complete special projects and tasks as assigned.

• Develop a solid understanding of the business processes supported by ImageTrend products.

• Travel to orientations, industry or company events, and onsite meetings as necessary.

• Perform additional duties as directed.

⛳️ Requirements

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

• Demonstrated customer service experience in 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 and the ability to thrive in a fast-paced environment while adapting to changing priorities.

• Capacity to be a self-starter and operate independently within a highly collaborative and team-oriented setting.

• Technical aptitude for learning new systems.

• Familiarity with MS Office Suite or similar applications.

• Ability to handle proprietary and confidential information with discretion.

• A passion for learning and expanding knowledge or skills.

• A strong work ethic characterized by integrity, honesty, collaboration, and a team-oriented approach.

• Willingness to travel up to 10% annually.

• Capability to work 100% remotely from anywhere in the US while adhering to the Remote Work Policy.

🏝️ Benefits

• Core healthcare coverages, in addition to employer-sponsored group policies and optional voluntary plans.

• Flexible Paid Time Off (PTO).

• Sick Days.

• Holidays.

• Parental Leave.

• Opportunities for Volunteering.

• Roth or Traditional 401(k) options.

• Employer Match.

• Choices for Remote, Hybrid, and Onsite work arrangements.

• Flexible and alternate scheduling options.

• Opportunities for internal growth.

• Tuition Reimbursement.

• Professional Development opportunities.

• Access to LinkedIn Learning.

• Community Gains Incentive Program.

• Referral Bonus Program.

• Employee Assistance Program.

• Bonus opportunities.

• Community gains.