Associate Technical Support Engineer

CentralReach is a leading provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. Trusted by more than 200,000 users, we enable therapy providers, educators, and employers to scale the way they deliver ABA and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction.

As a key member of the Support team, you will be proactive and show initiative, have exceptional communication skills, have a strong background in customer service, and the ability to identify/pinpoint the origins of both technical, as well as user issues.

Key Accountabilities:

• Consult with customers to handle inquiries, troubleshoot user training and technical issues with CR products.

• Address customer issues and questions promptly and with a positive attitude.

• Conduct technical product research for customers and respond via phone, email and our internal client support system.

• Provide accurate information about the products and services.

• Accurately document and update customer records based on interactions.

• Develop and maintain a knowledge base of the evolving products and services.

• Meet targets set for response time, resolution time, and customer satisfaction.

Desired Skills and Experience:

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