Assistant - Technical Customer Service

Overview

The Customer Support area is responsible for assisting customers by providing information about products and/or services, answering questions, and resolving problems and issues.

Responsibilities

• Customer Service Representative for Tier 1 and Tier 2 customer support for the Common Language Suite of Products
• Obtain an in-depth understanding of Common Language Products Code Sets and functionality, including understanding the process for requesting new codes and products, billing processes, troubleshooting issues with new and existing orders, and the process for escalating urgent issues to the proper chain of command
• Maintain an understanding of the system requirements and applicable User Guides
• Manage trouble tickets from creation to closure
• Document customer issues, research a solution, and provide a professional response in a timely manner
• Identify process improvements and implement methodologies that drive positive change
• Interact with all levels of the organization and possibly deliver presentations to the management team
• Operate independently in a fast-paced environment and demonstrate strong analytical skills

Qualifications

• Bachelor's degree (preferred)
• Minimum 3 years of customer service experience (desired)
• Excellent verbal and written communication skills
• Experience with Service Now (preferred)
• Excellent work ethic and customer focus
• Initiative, critical thinking, and good follow-through are key characteristics
• Strong organizational skills and quick learner

Additional Skills

• Knowledge of the Microsoft Office Suite of products (Advanced PowerPoint and Excel skills)
• Ability to multitask across various products is a must

Pay

We anticipate paying $24 - $27 per hour for this role.