Project overview
As a Customer Support Specialist, you will help make a difference in the lives of people who are supported by Benetech’s nonprofit mission of technology serving humanity. We are looking for professional individuals who are customer focused and who want to have an immediate and positive impact in the lives of Bookshare’s customers. This is an excellent opportunity to be part of a dedicated and highly successful professional team. Essential Duties and Responsibilities Provide a high level of customer service and support to Bookshare customers via phone and email As part of a team, support over 400,000 members with a broad range of technical support issues, including computer hardware and software as well as assistive technology devices and applications Assist schools and teachers throughout the U.S. as they seek to become Bookshare members and provide accessible books to their students. Analyze existing accounts, check for errors, anomalies, and otherwise monitor overall data integrity of membership databases Support users on mobile platforms, assistive technology devices, PC and Mac platforms Test new Bookshare software and product releases and plan for impact on customers from a support viewpoint Manage and document member interactions using our SalesForce.com on-line tracking system Train groups of members how to use Bookshare tools Qualifications Must have previous customer service experience Excellent verbal and written communication skills Power computer user, PC & Mac preferred, as well as experience with mobile applications Ability to work in a fast paced environment and handle high call volumes Ability to work independently with little supervision