Unified Support Specialist

Position Summary: The Unified Support Specialist serves as the initial point of contact for our clients through phone and chat. This role requires excellent problem-solving skills, a passion for delivering world-class customer service, and a commitment to achieving prompt, effective results. The ideal candidate combines best practices, technical understanding, hands-on experience, and sound judgment to provide efficient and empathetic support, ensuring every client interaction is met with urgency and professionalism.

 

 

Essential Duties and Responsibilities:

All areas of responsibility listed below are essential to the satisfactory performance of this position, with reasonable accommodation, if necessary. Any non-essential functions are assumed to be included in "other related duties as assigned":

• Answer support phone calls and or chat on a daily basis
• Directs incoming calls to different area of the company when applicable
• Processing service requests from clients on phone/chat/email creating new service tickets as needed, and notifying the appropriate service team as required
• Provide IT generalist support to customers while building greater technical understanding and awareness
• Collaborate with colleagues to achieve superior customer service
• Create and publish documentation in the knowledge base
• Contribute to and maintain system, installation, and configuration standards and procedures
• Share newly acquired information with peers to improve support team capabilities
• Comply with internal security controls and procedures for Loffler and customers
• Provide mentoring/training/assistance of other support team members as required
• Monitor service boards and work service requests or route to appropriate team members
• Attempts to trouble shoot customer concerns and triage the service issue prior to sending to escalation
• Cross train in other areas of the department to fill in where needed
• Proficient in typing
• Special Projects as assigned
• Other duties as assigned
• Hybrid – minimum of two days in office 
• Responsible for understanding, staying updated on, and abiding by the Employee Handbook as written

 

Qualifications/Requirements:

• Strong attention to detail and follow through skills
• Ability to multi-task effectively
• Excellent customer service, communication, and troubleshooting skills
• Demonstrate excellence in time management and organizational skills
• Confident, professional phone presence
• Aptitude for creative and alternative solutions
• Strong desire to learn, demonstrating independent initiative in seeking new knowledge
• Strong team player
• Good judgment and technical common sense
• Proficient in workstation hardware, operating systems, and software
• Confident, professional phone presence

 

Education/Experience:

• 1-2 years related industry experience, and/or training, or equivalent combination of training and experience.

 

Supervisory Responsibilities:

This position has no supervisory responsibilities.

 

The posted range for this position represents a good faith estimate of the minimum and maximum starting compensation for this role. In addition to the base salary, we offer a comprehensive benefits package that includes health and dental insurance, retirement plans, and paid time off.

Why Work for Us?

• Top Workplace
• Career Advancement
• Employer Paid Life Insurance and Disability
• Paid Time Off, Volunteer Time, Holidays, Bereavement, and Parental Leave
• Benefits Package including FSA, Medical, Dental, and Vision
• 401K with Employer Match
• Tuition Reimbursement

 

Work Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

•    High energy position dealing with clients on a daily basis.

•    Employee is regularly required to stand/sit for extended periods of time.

•    Frequently required to use hands to handle objects, tools or controls.

•    The noise level in the work environment is usually minimal.

For information on the physical demands of this job, see Human Resources.

 

Loffler Core Values

What Defines our Culture.

• Positive Attitude: Be Part of the Solution. Motivate Others. Put Extra Effort in All You Do. Everything You Do Matters. Be a Team Player. Don't Fear Failure.
• Integrity: Live the Mission. Be Honest. Deliver on Commitments. Do What is Right. Be Someone Others Can Trust and Count On. Honor Commitment.
• Innovation: Be a Visionary. Welcome New Ideas. Work Smarter. Challenge the Status Quo. Welcome Challenge. Be Committed to Operational Excellence.
• Customer First Focus: Exceed Expectations. Delight Our Clients. Bring Value Every Day. Always Do a Good Job.
• Professionalism: Commit to Excellence. Learn & Improve. Looks and Words Matters. Every Interaction is an Opportunity to Exceed Expectations. Treat Others with Kindness and Respect. Best in Industry; Field Expert.
• Drive for Results: Performance-Orientated. Hard-Working. Refuse to Lose. Accountable. Set Goals to Manage Yourself to Success.

 

Loffler Companies is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace.