Technical Customer Service Representative

The American Arbitration Association is seeking a Technical Customer Support Specialist to provide responsive, professional support to clients and users of AAA’s internal and external-facing systems. This role involves troubleshooting technical issues, providing clear instructions, and maintaining records of support activities.

Responsibilities:

• Respond promptly to support requests via phone, email, chat, or ticketing system
• Identify and resolve customer issues, including account creation, password resets, browser functionality, and document management
• Provide clear instructions for issue resolution and efficient system use
• Escalate complex issues to appropriate technical teams or specialized staff
• Maintain detailed record of issues, troubleshooting steps, and resolutions
• Troubleshoot and assist with custom applications (WebFile/Panelist eCenter)
• Develop and maintain a comprehensive understanding of WebFile and Panelist eCenter platforms and their interaction with PRISM
• Contribute to FAQs and support documentation
• Stay updated on platform changes and new features
• Demonstrates regular, reliable, predictable job attendance
• May be required to attend on-site and in-person meetings and training sessions as needed

Requirements:

• Associate's degree related field; 2 years of experience in a technical customer support role; or an equivalent mix of education and experience
• Excellent customer service skills with the ability to handle challenging situations and customers with professionalism and empathy
• Strong verbal and written communication skills, with the ability to clearly convey information and actively listen to customers, colleagues, and supervisors
• Ability to analyze situations, identify problems, and propose effective solutions in a timely manner
• Strong organizational skills with the ability to manage multiple tasks, prioritize effectively, and maintain accurate records
• Proficient in using customer support software, ticketing systems, basic understanding of web technologies and browser functionality, web-based case management systems a plus
• Demonstrates regular, reliable, predictable job attendance
• May be required to attend on-site and in-person meetings and training sessions as needed
• Associate's degree in information technology, business, communications, or a related field preferred
• Two years of experience in a technical customer support, help desk, client support, call center, or similar role; or an equivalent combination of education and experience
• Experience supporting web-based applications, customer portals, case management platforms, ticketing systems, or proprietary software is strongly preferred
• Experience in a law office, judicial, dispute resolution, claims, insurance, financial services, professional services, or other client-service environment is a plus
• Interest in using technology, including productivity tools and emerging tools such as generative AI, to improve efficiency and enhance the customer support experience is a plus