GENERAL SUMMARY:
Provides technical assistance and support to customers using The American Legion's products or services. Troubleshoots and resolves issues, communicates with customers to ensure satisfaction, and documents support activities. Organizes, attends or leads training events.
ESSENTIAL FUNCTIONS:
- Provides technical support and assistance to customers via phone, email, chat, or in-person
- Troubleshoots and resolves customer issues related to products or services
- Documents support activities and maintains accurate records of customer interactions
- Collaborates with cross-functional teams, including the development team and other support teams
- Communicates effectively with customers to ensure satisfaction and provide timely updates on issue resolution
- Identifies opportunities for process improvement and recommends solutions to technical issues
- Organizes, attends or leads training events
- Special projects and other duties as assigned
Education/Technical Knowledge:
Two years of college or equivalent business, technical or specialized schooling to have a thorough knowledge of vocation theory and principles
Additional Skills Needed:
- Excellent communication skills, with the ability to explain technical concepts to non-technical customers
- Strong problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions
- Customer service experience, with the ability to empathize with customers and handle difficult situations with professionalism and tact
- Familiarity with relevant software applications and operating systems, and the ability to quickly learn new technologies
- Attention to detail, with the ability to document support activities accurately and thoroughly
Experience:
3 years up to 5 years