Customer Support Specialist II

$42,600 - $60,940/Yr

Cencora Limited

Full-time - Entry Level

Remote

About the position

The Customer Support Specialist II at Cencora plays a crucial role in providing technical support and assistance to internal customers. This position involves responding to inquiries, resolving issues, and improving support processes to enhance customer satisfaction. The specialist serves as the first point of contact for technical support, handling Level 1 and some Level 2 requests, and is responsible for documenting solutions and mentoring less experienced staff.

Responsibilities

• Interacts with internal or external customers to provide and process information in response to inquiries, concerns and requests about products and services
• Provides first point of contact and day-to-day technical support
• Responds to Level 1 support and may support Level 2 requests
• Assesses, appropriately triages, and escalates tickets when appropriate
• Processes requests and incidents
• Assists customers with recovery issues
• Develops checklists and scripts for resolving routine problems
• Responds to and establishes communications and confirmations with incident reporting parties
• Identifies recurring and potential problems and notifies team members/leaders
• Recommends ideas for improving queue time, abandoned call rates and first contact resolution
• Documents solutions to common problems and responses to frequently asked questions
• Recommends document Job Aids, Quick Tips, and Knowledge Base Articles
• Mentors less experienced staff in a specific area of expertise
• Facilitates learning sessions with internal teams

Requirements

• Associate's Degree or technical institute degree/certification in Computer Science, Information Systems, or other related field or equivalent work experience
• Typically has 2-4 years of relevant technical or business work experience
• Demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/diagnostic skills
• Good analytical skills
• Ability to solve problems
• Strong commitment to superior customer satisfaction
• Strong oral and written communication skills
• Competency in call center tracking tools
• Knowledge of and ability to support Windows workstations, Active Directory, Windows File Permissions, Microsoft Office Suite and Apple devices
• Ability to support desktop related issues in a fast paced, high performing organization
• Ability to support a diverse population at multiple organizational levels
• Experience in a helpdesk ticketing environment

Benefits

• Medical, dental, and vision care
• Backup dependent care
• Adoption assistance
• Infertility coverage
• Family building support
• Behavioral health solutions
• Paid parental leave
• Paid caregiver leave
• Training programs
• Professional development resources
• Opportunities to participate in mentorship programs
• Employee resource groups
• Volunteer activities