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Customer Support Specialist

Job Title
Customer Support Specialist
Job ID
27056470
Location
Nashville,  TN 37204
Other Location
37204
Description

Summary

Conexess Group is aiding a local IT Solutions client in their search for a Customer Solutions Analyst. This is a full time opening and our client is looking for a loyal, motivated, and positive thinking individual to come on board immediately in 2018! 

One of the biggest misconceptions out there is that the best customers are the ones that never contact support. The reality is the complete opposite! Healthy customers will call Customer Support with some degree of frequency, as they tend to push your product hard and do find the bugs and errors. Customer Support Reps are typically 100% reactive (they wait for customers to call) and are measured by how many tickets (Support cases) they close in a day, week, or month.

 

A Customer Support Specialist loves to help people, work in a fast-paced team environment, and has a “can-do” attitude. You will work closely with Edgenet internal teams and as a liaison to our customers, providing education and assistance to resolve any emerging problems they may face with accuracy and efficiency. Our primary target is to ensure excellent service standards and high customer satisfaction.

 

Responsibilities

  • Ability to manage multiple incoming calls and emails
  • Take ownership of customer issues reported and see problems through to resolution
  • Identify customers’ needs to achieve satisfaction and pre-emptively meet those needs
  • Gather the required information necessary to best handle customer software and technical inquiries
  • Manage customer expectations regarding estimated response times for issue resolution
  • Build sustainable relationships of trust through open and engaging communication
  • Handle complaints and provide an appropriate solution within appropriate time frame
  • Keep thorough records in Salesforce.com of all customer interactions via phone and email
  • Provide accurate, valid, and complete information by using company methods and tools
  • Use opportunities to not only assist customers, but also educate them on important features and processes when necessary
  • Go the extra mile for both our customers and our company to ensure results
  • Generate sales leads by educating customers on existing and additional value of our products

 

Requirements:

  • High School Degree Required, Bachelor’s Degree Preferred
  • 1-3 Years related customer experience
  • Good debugging skills
  • Passion to be a part of a hardworking and winning team
  • Ability to multi-task in a fast-paced environment
  • Excellent ability to learn and articulate software-related and technical concepts
  • Strong active listening skills and excellent written and oral communications skills
  • Excellent Customer Service Orientation
  • Strong attention to detail when communicating with customers (verbal & written)
  • Ability to empathize with customers and convey confidence
  • Expertise working with Microsoft Excel
  • Strong documentation skills
  • Familiarity with Salesforce Apps and Web applications

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