Technical Support Specialist

Akkodis is seeking a Technical Support Specialist for our client located in New York City. In this role, you will be responsible for providing support for CRM and Transaction- related questions for external and internal users. Experience supporting CRM platforms is required.

Pay: $30/hr-$34/hr

Key Responsibilities:

• Manage and resolve user queries through multiple channels, including chat and email.
• Own the query resolution process by collaborating with Business, Product, and Engineering teams.
• Troubleshoot technical problems, identify root causes, and implement effective solutions to resolve common issues and bugs.
• Manage escalation workflows with internal cross-functional teams.
• Drive customer satisfaction by ensuring high service quality through effective case management, including providing accurate and timely updates.
• Ensure adherence to SLA's and achieve set performance metrics, particularly in resolution times.
• Document all support activities, including incident details, troubleshooting steps, and resolutions, in accordance with established procedures.
• Identify areas for continuous improvement through enhanced documentation and insights.
• Provide technical guidance and assistance to end-users, helping them maximize their productivity and efficiency with the CRM platform.
• Engage and support new product launches, acting as the voice of customers to address common issues and bugs.
• Serve as a subject matter expert for the assigned product area.

Skills and Qualifications:

• BA/BS degree or equivalent practical experience.
• 2+ years of experience in Technical Support or Operations, with a preference for experience in Ad Tech or Contact Center/Service environments.
• Proven experience in providing on-call support for CRM, transaction, or ad platforms.
• Excellent problem-solving skills with the ability to troubleshoot complex technical issues under pressure.
• Metrics-driven, with the ability to multitask and manage day-to-day responsibilities independently to meet required SLA's.
• Strong communication, interpersonal, and presentation skills.

If you are interested in this job then please click APPLY NOW. For other opportunities available at Akkodis go to www.akkodis.com. If you have questions about the position, please contact Annaliese Mueller at Annaliese.mueller@ akkodisgroup.com

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State or local law; and Holiday pay upon meeting eligibility criteria. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs which are direct hire to a client

Pay Details: $30.00 to $34.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.akkodis.com/en/us/candidate-privacy-policy

The Company will consider qualified applicants with arrest and conviction records subject to federal contractor requirements and/or security clearance requirements.