Senior Support Specialist

at  Epiphany Management Group

SUMMARY:

The Senior Support Specialist is responsible for providing high-level customer service and technical support to clients. This role involves handling complex customer inquiries, troubleshooting issues, and providing guidance to end users who are participating in live training sessions, townhalls and stakeholder meetings. Additionally, the Senior Support Specialist will also be the point of contact for escalations and/or customers that frequently need additional training and may also be required to deliver the training content.
The Senior Support Specialist will also collaborate with other departments and team members to improve service processes and contribute to the overall success of software “Go Live” timelines.

EDUCATION:

High school diploma or equivalent; Bachelor’s degree preferred.

EXPERIENCE:

Minimum of 3-5 years in a call center or customer support role, with at least 1-2 years in a senior or lead position.

SKILLS:

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Proficient in using customer support software and CRM systems.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Leadership and mentoring skills.

REQUIREMENTS:

Flexibility to work various shifts, including evenings and weekends.
Ability to remain calm and professional under pressure.
Strong commitment to customer satisfaction and continuous improvement.