Tier 3 Support Technician
TCP is committed to cultivating a diverse and inclusive team. However, we are not able to sponsor visas for this role.
About TCP (TimeClock Plus):
For more than 30 years, TCP has helped organizations engage their people by providing flexible, mobile timekeeping and workforce management solutions. Trusted by tens of thousands of customers and millions of users, TCP delivers best-in-class technology and personalized support to organizations of all sizes in the public and private sector to meet their complex timekeeping, employee scheduling, leave management and other workforce needs. Growth is happening and our vision for a successful future is clear - We'd love for you to join us on this journey! For more information on TCP, visit www.tcpsoftware.com or follow us on LinkedIn or Facebook.
As a Tier 3 Support Technician you will:
- Ensures customer success and satisfaction in a friendly and courteous manner.
- Answering inbound calls from customers.
- Making outbound calls to customers.
- Leading and running an implementation of software products after initial implementation.
- Use CRM software to track customer cases and tickets until resolution.
- Maintains customer records by updating account information.
- Maintains product knowledge to improve performance and skill set.
- Meets or exceeds established performance requirements.
- Engages in customer success and customer advocacy.
- Assisting fellow team members and other departments.
- Contributes to team effort by ensuring the highest possible level of customer satisfaction.
- Ability to diffuse escalated customer situations through high-level problem-solving.
- Ability to comprehend and diagnose customers’ needs.
- Having a better understanding of commonly used modules and features.
- Ability to provide Dedicated Support Services.
- Eligible for Chat and Email Support.
- Handles Outbound Escalations.
- Has a high knowledge of TCP Software, including integrations, adapters, and other enterprise-related solutions.
- Ability to work independently and follow directions related to your job with little follow-up by your supervisor.
- Eligible to provide internal training for the department.
- Other duties as assigned.
- High school diploma or equivalent required.
- Bachelor's degree in Business, MIS or related field or equivalent experience preferred but not required.
- Strong customer service and support focus with a desire to consistently deliver high-quality service.
- Strong oral and written communication skills.
- Ability to work in a fast-paced environment and multi-task.
- Excellent judgment skills with the ability to evaluate situations and provide immediate solutions.
- A high level of TCP Software product knowledge is preferred but not required.
- Completed and passed Product and Positional Training.
- Competitive salary
- 20 Days of PTO (Paid Time Off) and 13 days of companywide holidays
- 8 hours to volunteer and impact the community
- Comprehensive benefits (Health/Dental/Vision/ 401K)
- The work/life set up you need to be successful.
- Employee Choice Benefit
TCP is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Average salary estimate
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For more than 30 years, TCP has helped organizations engage their people by providing flexible workforce management solutions and mobile timekeeping. Trusted by thousands of customers, TCP delivers best-in-class technology and support to organizat...
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