The Customer Support Representative position will be responsible for delivering the Company’s North America functional, product level support for our world class ERP and other business applications. This role will be a part of a team at our North America headquarters and will be responsible for ensuring that our customers who log support tickets receive nothing but the most positive of experiences while troubleshooting their questions. There will also be leadership and mentoring opportunities as the Customer Support Rep becomes more experienced with the product. This role will follow our standard processes around providing support and deliver to defined Key Performance Indicators (KPIs).
Essential Functions:
The list of essential functions is not exhaustive and may be supplemented or changed, as necessary.
- Takes ownership of and provides resolution to application support incidents reported by our customers.
- Ensures that our customers receive excellent and consistent customer service.
- Prioritizes support incidents and conducts system troubleshooting in a timely manner.
- Ensures that the support cases are handled in accordance with service level agreements and business requirements.
- Partners with internal global product and technology team members to understand/seek resolutions – to customer issues and provide feedback to them based on support cases.
- Continuously learns application features and functionality to deliver the most appropriate/relevant resolutions to customer issues.
- Maintains composure while working with customers and team members to resolve escalated issues and takes appropriate action to prevent recurrence.
- Works in relevant support shifts as scheduled by Support Manager.
- Works independently and within a team.
Key Requirements:
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Education- Bachelor’s degree in a relevant field (preferred)
Experience
- Computers and networks
- Software Product support
- Demonstrable leadership skills with a small group or team
- Call center environment (preferred)
Knowledge
- Knowledge of support ticketing systems
- Knowledge of supply chain operations
Skills
- Good mediation skills
- Effective verbal and written communication with colleagues and customers
- Excellent organizational and individual productivity skills
- Critical thinking, analytical capabilities and problem solving
- Effective team player and ability to work as part of a global team
- Strong interpersonal skills
