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　　The Customer Support Specialist provides day-to-day support to new and existing customers. These activities require working with internal cross-functional technical groups and external customers business and engineering teams to drive successful delivery of customer implementations and proactively ensure the on-going success of customer accounts.

　　Job Responsibilities:

　　Serve as the primary contact and provide first-level support for clients.

　　Respond, evaluate, troubleshoot and prioritize incoming product-related issues and effectively escalate to various technical support staff when needed

　　Logs and tracks calls using Salesforce tracking software and maintains historical records and related problem documentation.

　　Ability to coordinate with multiple internal departments to resolve customer-related issues or requests.

　　Work in conjunction with Sales and Product Development staff to create and deliver new/and/or custom products and samples are required by clients.

　　Provide on-call support – beeper coverage rotation required 24/7 (approximately every 8 weeks)

　　Support CX team on projects and initiatives from time to time

　　High-Level Responsibilities :

　　Maintains a strong working knowledge of supported products and continually strives to enhance skills through ongoing training, reading, and participating in projects and improvement initiatives.Core Capabilities :

　　Associates or Bachelor’s degree in a technical discipline and 2 - 4 years experience in a customer facing role.

　　Must possess strong customer service skills, emotional intelligence and excellent interpersonal and communication skills, both verbal and written.

　　Experience in research and resolution of problems using analytical skills in a digital environment is strongly preferred.

　　Must be self-motivated and able to work effectively with minimum supervision and assume responsibility for appropriate follow-through.

　　Ability to adapt to a fast-changing work environment while maintaining stability of performance under pressure and to demonstrate patience and control when dealing with difficult situations.

　　Ability to organize, schedule and complete multiple tasks concurrently.

　　Additional Skills / Experience Required :

　　Working knowledge of business software/applications - Google Suite, Microsoft Office Suite, Salesforce, etc.

　　Basic knowledge of custom software applications used at the Gracenote Queensbury NY office is helpful.

　　Spanish, French and or Portuguese language skills are a plus.