Who We Are

Encite Group (FCS), a Chicago-based tech firm, provides practical technology to help roofing companies 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.


What You’ll Do

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.


Responsibilities:

  • 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, and 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


What You’ll Need

  • Proven experience as a phone-based Support professional (1-3 years)

  • 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


What You’ll Get

  • Excellent benefits including health, dental, vision, life insurance and 401(k)

  • Competitive salary

  • Awesome Rosemont location near O’Hare with easy highway access & blue line stop

  • Casual work environment with onsite gym and cafes

  • Challenge in your work and ability to impact our company… and our customers


    To apply, please complete accompanying form and attach resume.