[Hiring] Technical Service Specialist @National Safety Council

Role Description

The Technical Service Specialist provides multi‑channel customer support—including Level 2 assistance—for users of a web‑based eLearning platform and related computer systems. It combines direct technical troubleshooting with the creation of templates, process documentation, and training materials to ensure consistent, high‑quality service. The position also trains and coaches team members, supports quality assurance efforts, conducts user acceptance testing, and maintains data tracking for contact center operations. Additional duties may be assigned to support overall team performance and customer satisfaction.

What You’ll Do

• Professionally handle support calls, chat, email and/or other communication from users with inquiries.
• Apply knowledge of computer software, hardware, and procedures to guide users and resolve inquiries.
• Draft and support the implementation of professional template emails and chat customer responses.
• Provide Level 2 customer support via escalated phone calls, chat, and email.
• Train new and existing colleagues to handle customer contacts, including eLearning support.
• Design and create training plans, process documents, user guides, skill assessment tests, job aids, and contact flows.
• Assist with quality assurance monitoring and evaluation.
• Conduct deskside coaching, mentoring, and team continuing education sessions.
• Conduct user acceptance testing for learning management system implementation, fixes, and updates.
• Create process documentation associated with learning management system activities and functionality.
• Design and update data tracking related to service, support, and contact center metrics.
• Perform other related duties as assigned.

Qualifications

• Bachelor’s degree preferred.
• At least three years of experience providing customer service in a contact center environment.
• Previous experience providing customer technical support by phone, chat, and/or email.
• At least two years of experience training others, preferably in a contact center environment.
• Proficient with Microsoft Office Suite and industry-related contact center software.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Strong customer service and team orientation.
• Data entry accuracy and integrity.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient with or the ability to quickly learn an array of computer hardware and software.

Requirements

• This is a remote position.
• Hourly rate: $21.75 (English Only) 22.75 (Bilingual Spanish).

Benefits

• At least 20 PTO days accrued 1st year and 11 paid holidays.
• Flexible work arrangements.
• Comprehensive medical, dental, vision, and life insurance plans.
• Flex spending accounts for medical and dependent care.
• 403(b) & Roth 403(b) with employer match up to 6%.
• Reimbursable training.
• Student loan pay down.
• Dress for your day.