TITLE: Customer Support Specialist

STATUS: Full Time - Non-Exempt

LEVEL: Specialist

DIRECT SUPERVISOR: Sr. Director, Meeting Services

POSITION DESCRIPTION SUMMARY:

This position is responsible for delivering high quality functional and technical support to the ACR’s audience base. The position will provide multi-level troubleshooting and technical support (via multiple communication channels including phone, email, email support ticketing service, phone, and email document issues; reproduce errors; and gather details on reported problems through resolution or escalation to other ACR departments and/or the ACR’s SaaS vendor partners. Success in this position equates to outstanding ability to research information, serve as an advocate for our customers by ensuring all loops are closed and inquiries responded to while collaborating with internal partners and resources for execution. This role requires stepping into the shoes of the customer and seeking answers to deliver with the lowest response time and highest level of accuracy and professionalism.

 DUTIES & RESPONSIBILITIES 

• Responsible as the first line of support for functional and technical questions related to ACR’s educational and membership offerings, including:
  • Level 1 support questions, received via phone, email and through an online ticketing system
  • Triage of Level 2 and 3 support questions to the appropriate parties within the ACR or to SaaS vendor support teams.
  • Creating and communicating customer service metrics
• Responsible for member/learner satisfaction when triaged to other departments/vendors.
• Works closely with various business owners and member services to clearly address questions about educational and membership offerings.
• Works with multiple product personnel in developing training and support materials (videos, user guides, FAQs, etc.).
• Provides input to various stakeholders and lead project leads regarding commonly reported issues and trouble points.
• Responsible for operation of the customer support tool, working with the vendor if needed
• Serves as the ACR Help Desk lead point of contact for the ACR’s annual meeting.
  • In this capacity this role works with assigned team members and vendors who are responsible for managing issues of escalation
• Up to 10% of travel is required to fulfill job responsibilities which may include evenings/overnight and weekends
• Any other duties the Meeting Services Team may assign

QUALIFICATIONS:

• BA/ BS plus three (3) years’ experience in a related field, or more than five (5) years’ experience with no post-secondary degree.
• Experience with ZohoDesk, Nimble AMS, Jira, Totara LMS, Pathable or extensive experience in similar or equivalent technologies.
• Previous experience in support at a non-profit organization, preferred.
• Affinity for solving problems and finding solutions.
• Strong attention to detail
• Strong technical aptitude with the ability to learn new technologies quickly.
• Ability to analyze information, identify key trends, and diagnose technical and application issues.
• Effective listener and communicator, with the ability to convey complex ideas to both external learners and internal team members.
• Ability to multitask and prioritize daily work in a dynamic environment
• Excellent teamwork, verbal, written communication, and time management skills.
• Ability to explain technical concepts in non-technical terms
• Professional proficiency with Microsoft Office programs including Excel, PowerPoint, Outlook, Teams, and Word is required.

About American College of Rheumatology

With nearly 8,500 physicians, health professionals, researchers, medical students, and scientists worldwide, the American College of Rheumatology (ACR) is the home of the rheumatology community. The ACR is a values-based organization, and as such focuses on the cultural values of transparency, accountability, collaboration, community, inclusion, and innovation across all interactions within and across departments, with members and volunteers, and external organizations with whom we work. We believe culture, communication and collaboration leads to excellence and allows our employees to fully flourish.

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