Advisor Customer Support

About the role

Your role in our mission involves analyzing complex inquiries using personal knowledge of the functional subject matter, supplemented by reference materials. You will provide responses, take appropriate actions to resolve issues, and may interact directly with requestors or escalate to higher levels when necessary. Additionally, you will contribute to a shared knowledge database, monitor customer inquiries, assist less experienced staff, and ensure management is aware of severe or repetitive problems.

Responsibilities

• Analyze complex inquiries using functional subject-matter expertise and reference materials.
• Provide responses and resolve issues; interact directly with requestors or escalate as needed.
• Initiate, research, and develop content for a shared knowledge database to ensure response consistency and document issue resolution.
• Monitor customer inquiries for a specific functional area, track progress, and ensure resolution.
• Assist less experienced staff in developing appropriate responses.
• Ensure management is aware of problems that are severe, repetitive, or exceed performance/service-level targets.
• Conduct quality reviews of functional area trouble tickets and provide additional staff training if required.
• Consult with management and/or business organization leadership to develop and implement resolutions for complex issues.

Requirements

• Bachelor’s degree or equivalent combination of education and experience; degree in business management or related field preferred.
• Nine or more years of experience in a functional area (e.g., finance, human resources, procurement, information technology).
• Experience working with organizational functions and personnel.
• Experience with fax machines, computer software, telephone technology, and help desk software.

Skills

• Strong business and analytical problem-solving skills.
• Strong communication skills.
• Ability to work independently and develop creative, innovative solutions to business problems.
• Ability to understand and apply regulations relevant to the functional area.
• Ability to collaborate across multiple organizational structures.

Benefits

• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Leadership and technical development academies to build skills and capabilities.

Pay

The pay range for this position is $75,300.00 – $107,500.00 per year. Base pay may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience.

Gainwell Technologies is an Equal Opportunity Employer.