IT Support Engineer
Abridge
Job Level
JuniorMid-Level
About the role
- Respond to and resolve incoming customer cases via phone, email, and chat, using Microsoft Dynamics CRM to manage and track case progress.
- Manage and resolve complex customer support cases related to software issues, configurations, and troubleshooting through Microsoft Dynamics CRM.
- Ensure cases are tracked and documented thoroughly, providing clear updates to customers and colleagues as needed.
- Communicate with frustrated or dissatisfied customers in a calm, professional manner, applying conflict resolution skills to de-escalate situations.
- Collaborate with other team members to manage case workloads and escalate more complex cases when needed.
- Assist team members with case escalations, offering guidance and solutions to help resolve challenging cases.
- Participate in creating and maintaining KBA documentation to enhance internal knowledge sharing and customer self-help resources.
- Continuously improve product knowledge to help customers effectively use the software and offer proactive suggestions for feature usage.
- Stay current with product features, software updates, and new functionalities to provide accurate and timely support.
- Adhere to the company's SOPs, ensuring consistent, high-quality service.
- Adapt to changing customer needs, new product features, and shifting priorities while maintaining a positive and professional attitude.
- Attend all scheduled M3 meetings and conference calls.
- Develop and maintain positive working relationships with customers through emails, phone calls, and other avenues.
- Take advantage of any continuing education, seminars, or workshops to better understand the programs and to be more knowledgeable in assisting customers.
- Assist all other M3 team members in customer support where needed.
- Other duties as assigned
Requirements
- 2-5 years of experience in a directly related position.
- Bachelor’s Degree in Accounting, IT, MIS or Computer Science highly preferred, or an equivalent combination of education and experience in software support for accounting software and/or the hospitality industry.
- Must have strong written and verbal skills in English.
- Must have knowledge of a variety of computer software applications in word processing, spreadsheets, and presentation software (MSWord, Excel, PowerPoint)
- Specific certifications and trainings adding to the global experience of this profession are welcomed and desired.
- Must be able to build and maintain positive business relationships with co-workers and other business contacts.
- Demonstrated ability to handle conflict, de-escalate tense situations, and communicate clearly with frustrated customers is highly preferred.
- Ability to adapt to evolving customer needs and priorities.
- Ability to sit and/or stand for extended periods.
- Ability to perform work on a computer for extended periods.
- Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
- Ability to travel in representing the company’s interests required.
- Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
- Ability to bend and lift up to 25 lbs.
