Customer Support Specialist

  • Location
    Atlanta, Georgia
  • Job type
    Contract/Temporary
  • Category
    Call Center & Customer Service - Customer Service



Adecco is currently assisting a local client in their search to fill an exciting Customer Support Specialist in Atlanta, GA!!

**Must be eligible to work for any employer in the U.S. without sponsorship / no corp to corp or 3rd party contracting arrangement / Adecco W2 only.



please feel free to reach out to: Matthew Greene at Matthew.Greene@adeccona.com



Job Title: Customer Support Specialist
Location: Atlanta, GA No relocation assistance, per diem, travel expenses, or any other expenses can be offered
Duration: 12 months Contract
Schedule - 8am to 5pm - sometimes 9am-6pm
Pay Rate: $20.00 per hour / Adecco W2


Job Overview:
Customer Support delivers a consistent and superior customer experience from initial contact to resolution. We support multiple assigned products on an on-going basis and product releases from pre-release through post-launch as the primary linkage to the Product Management and Service Delivery teams. We understand our customers’ needs and uses of the products and the service components involved. This Facilitates opportunities for this client to drive strong customer linkages. Customer Support understands how technology problems can impact our customers and we are prepared with solutions.

Essential Responsibilities: In this role, you will:

Respond to customer requests via phone and email.
Research and troubleshoot issues involving all aspects of the clients Digital solutions, including but not limited to user interface, network and communication connectivity and performance, Cloud and on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality.
Troubleshoot and identify product problems for presentation to engineering or Cloud infrastructure teams for resolution or disseminates appropriate information necessary to correct configuration issues.
Adhere to all processes and methodology for this clients Product Support. Create knowledge content for the Knowledge base.
Uses troubleshooting techniques and programming skills to analyze and resolve customer issues as assigned in compliance with the standard turn-around time or project milestones
Understands and follows departmental standards
Acts as a technical resource to other members of the department and customers
Analyzes and resolves most software issues with minimum assistance
Has a concentration in/familiarity with other applications to develop integration expertise
May write or contribute user/technical documentation and case notes
Meets with customers as necessary, analyzes their needs, and provides insight into products and their functionality
May be required to work overtime, on-call, weekends, and holidays
Identify and report any personal quality or compliance concerns immediately to the Quality Organization, ensure timely dispatch closure
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps
Flexibility to provide onsite support, as needed
Provides customer support in 24x7 environment

Desired Characteristics:

Ability to work independently with minimum direction
Demonstrated ability to adapt to and advocate for change
Excellent communication skills, verbal and written; must communicate effectively in a professional manner
Demonstrated ability to effectively interface with cross-functional teams
Familiarity with remote monitoring and diagnostics solutions and concepts
Exceptional troubleshooting, customer service, and analytical skills
Ability to handle multiple activities in a fast-paced, deadline-oriented environment, manage priorities, and remain professional at all times. Highly organized and flexible.
Ability to identify and resolve issues effectively

Business Acumen:

Goes above and beyond for the customer; builds a good customer relationship to best understand customer needs.
Manages project delivery in a quality fashion; obtains satisfactory levels of customer satisfaction.
Addresses all customer concerns/issues in a timely and satisfactory fashion.

Leadership:

Completes assigned tasks on time and with high quality. Takes independent responsibility for assigned deliverables.
Discerns and understands own role in team and in relationship to their function. Recognizes collaborative behavior and participates in collaborative activities. Accepts team membership and identifies with team goals. Does not impede collaboration. Elicits ideas from others to improve the work group's capabilities. Builds & maintains strong relationships with team members.

Personal Attributes:

Guides the conversation in a constructive manner; asks questions to uncover the critical information required to make decisions.
Seeks to understand problems thoroughly before implementing solutions. Asks questions to clarify requirements when ambiguities are present. Implements clean, concise solutions that address the requirements at hand.
Pursues projects with energy, drive and a need to finish.


Fosters a strong working relationship with customer in order to generate a clear understanding of their needs and concerns; possesses ability to think from clients’ perspective.


The Adecco Group is a global leader in HR services. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your professional career. Contact us today to discuss available contract and direct hire positions. Adecco Group provides one of the most comprehensive benefits packages in the industry to contract workers to include Holiday, 401(k), and Insurance Benefit Plans.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled



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Reference number US_EN_2_022862_404780