Service Support Representative

What You'll Do

• Answer all incoming CXS calls or emails, gather case details, and dispatch to appropriate support groups.
• Provide front-end/first-level application support when possible.
• Ensure maintenance of personal Service Level Agreement(s) and others on the assigned team.
• Verify daily outstanding customer issues until completion of the customers' requests throughout the team.
• Maintain the security and integrity of Service Support Computers and proprietary materials.
• Notify the Manager and/or Director immediately of security breaches.
• Maintain Call Ticket System concerning Case and Customer information as needed.
• Be professional, polite, and courteous at all times.
• Meet the requirements for the daily shift concerning being on team as per the schedule.
• Willingness to adjust schedule on an as-needed basis, as outlined by the Manager, with prior notice.
• Conduct audits of account documentation for project-related activities.
• Additional tasks as directed by the Manager.

What We're Looking For

• Typing (40 WPM) with minimal errors, and excellent phone communication.
• Able to successfully operate a personal computer (MS Office software) and access applications through user prompts.
• Capable of working under pressure to meet SLA deadlines. Stress tolerance and resilience. Overcome objections.
• Strong analytical skills, must be team-oriented, goal-oriented, and driven to deliver results.
• Ability to promptly answer support-related phone calls, emails, and other electronic communications.
• Must be organized and diligent. Must display problem-solving skills, judgment, adaptability, and the ability to learn.
• Must be capable of reading, writing, speaking, and understanding English.
• Must possess strong communication abilities, be capable of working independently, and be collaborative.
• Can instruct and deliver learning points to others.

Pay & Benefits

Pay range: $23.56 - $43.75 per hour. This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching.