Customer Support Specialist

As a Customer Support Specialist at TEKsystems, you'll be responsible for addressing customer inquiries through inbound calls, researching and resolving issues, and ensuring that customers feel supported and valued. Your role will include assisting with training, managing billing inquiries, and supervising team members if necessary. You will engage in active listening, utilizing CRM software to document conversations, and building lasting relationships with customers and colleagues alike.

To qualify for the Customer Support Specialist role at TEKsystems, candidates should have at least three years of experience in customer service or inside sales. Proficiency in Microsoft Office and experience with CRM software, specifically Microsoft Dynamics or similar systems, are essential. Strong typing skills to accurately document conversations and excellent problem-solving abilities are also required for this position.

Excelling as a Customer Support Specialist at TEKsystems involves being proactive in addressing customer concerns, practicing active listening, and maintaining a courteous and calm demeanor during escalated situations. Additionally, continuously learning about the company's products and services will enhance your ability to provide accurate information and recommendations, ultimately improving customer satisfaction and loyalty.

The workplace environment for a Customer Support Specialist at TEKsystems in Rochester, NY, is fully onsite, fostering a collaborative atmosphere. Team members work closely together, sharing knowledge and supporting one another to provide the best customer service possible. This dynamic setup encourages camaraderie and enables you to engage with colleagues, enhancing both professional and personal growth.

TEKsystems offers a competitive benefits package for Customer Support Specialists that includes medical, dental, and vision coverage, along with critical illness insurance and a 401(k) retirement plan with both pre-tax and post-tax options. Additional benefits encompass life insurance, short and long-term disability, a health spending account, and an employee assistance program, ensuring that employees' well-being is prioritized.

To effectively handle difficult customers, it's crucial to practice active listening. Acknowledge their concerns without becoming defensive, and assure them that you are committed to finding a solution. Maintain composure and patience, and don’t hesitate to escalate the issue if necessary. Sharing an example of a past experience where you successfully resolved a challenging customer situation can also demonstrate your conflict-resolution skills.

In your answer, detail any CRM software you’ve used, especially if it includes Microsoft Dynamics, alongside other relevant tools like ticketing systems or databases. Mention how you've leveraged these tools to document conversations, track customer issues, and improve your service delivery. This showcases your technical proficiency and adaptability to new systems in the Customer Support Specialist role.

When answering this question, share a specific story that highlights your dedication to customer satisfaction. Talk about the situation, the steps you took beyond the standard protocol, and the positive outcome that resulted. This shows your understanding of excellent service and aligns with the mission of TEKsystems to provide top-notch customer experiences.

Discuss how you prioritize tasks and stay organized during peak times. You might mention using a checklist or software to track issues and resolutions while maintaining quality service. Express that staying calm and focused helps you process inquiries efficiently, thereby maintaining high customer satisfaction levels as a Customer Support Specialist.

Mention your strong typing skills and the importance of real-time documentation. Describe your method for taking notes during calls, which ensures that you capture essential details accurately. Highlight that thorough documentation is key to providing consistent service and allows for seamless transitions if the issue needs further follow-up.

Discuss key metrics like customer satisfaction scores, average handling time, first-call resolution rates, and net promoter scores. Explain how each metric reflects the effectiveness of service provided and its impact on customer loyalty. This demonstrates your understanding of performance measurement in the Customer Support Specialist role.

Share strategies you utilize to stay engaged, such as setting personal goals, seeking variety in your tasks, or using small breaks to recharge. Discuss how maintaining a positive attitude and focusing on the difference you make in customer experiences helps you stay motivated in your customer support responsibilities.

Emphasize the importance of continuous learning in customer support. Share methods you use, like attending training sessions, reading product updates, or collaborating with other team members to stay informed. This shows your proactive approach in ensuring you can provide accurate information as a Customer Support Specialist.

Acknowledge that everyone makes mistakes and emphasize the importance of learning from them. Describe a specific situation where you reflected on a challenging interaction, identified improvement areas, and implemented changes in your approach. This conveys your commitment to personal growth and development in the Customer Support Specialist role.

When answering, express your admiration for TEKsystems' commitment to innovation and exceptional customer service. Highlight that you resonate with their mission to transform client ideas into solutions. Discuss how your values align with the company’s core principles and how you see yourself contributing positively to the team.