Encite Group (FCS), a Chicago-based tech firm, provides practical technology to help roofing companies execute and improve their business. We are a fast-moving, growing company with a serious need to build on our strong team. We are looking for one (or two) Customer Support Specialist for our Rosemont location.


Responsibilities:

We believe the success of our company is built on consistent, positive customer experiences. Front line support is a pillar of that experience. Customers call and email us expecting knowledgeable, patient and helpful support in a timely fashion. Every time.


    • Communicate well… be sure to inform and update customers with alacrity
    • Listen well…. be sure to understand the issue or situation before attempting to resolve it
    • Provide Level 1 & 2 phone/email/web (screenshare) support for both of our technology applications
    • Serve as the first point of contact for customers seeking application or technical assistance
    • Perform troubleshooting through diagnostic techniques and pertinent questions
    • Identify expansion (sales) opportunities, then work with Sales and Services teams to completion
    • Handle unresolved issues within ProServices team and communicate with customers
    • Maintain and record customer interactions within CRM and Support Ticket System
    • Work with Product Marketing team on customers’ feature requests
    • Close communication loop with customers in ticket resolutions, bugs, updates, etc.
    • Isolate, replicate, and report defects and verify defect fixes
    • Track and communicate team progress daily and weekly


    Required Skills:

      • Proven experience as a phone-based Support professional
      • Good understanding of computer systems, tablets, mobile devices and other tech products; and ability to continually learn
      • Ability to listen; diagnose and resolve application & technical issues
      • Customer-oriented and cool-tempered
      • Excellent written and verbal communication skills
      • Bachelor’s degree preferred
      • Experience with bug tracking tools such as Zendesk, GitHub, Trello, Asana and other Software Quality Assurance tools preferred
      • Experience with testing software/system functionality, reliability, stability and compatibility with other systems preferred


      Please only apply if you are a self-starter with a positive attitude and have the ability to "bring it" to work every day.


      To apply, please complete accompanying form and upload your resume.