Customer Service Specialist I

Scope of the Role:

• Direct Reports:This is an individual contributor role with no direct reports

Key Responsibilities

• Analyze customer issues and questions, including inoperability or inaccessibility of a system, module or function. Take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations.

• Track customer reported problems following ticketing procedures.

• Effectively work with internal resources and 2nd level support groups as needed for ticket resolution.

• Ensure timely follow-up and resolution of customer requests following established severity level guidelines and Expected Completions Dates.

• Maintain ongoing communication with internal departments (i.e. Sales, Marketing, Product Support) to ensure customer satisfaction.

• Identify and assess departmental/individual training needs and take the necessary steps to keep abreast of products and services as well as enhancements and upgrades.

• Ensure individual/departmental objectives are met.

• Complete various administrative activities (e.g. time reporting, email, vmx…).

Experience, Education and Certification:

• High school diploma or GED, a Bachelors degree in communication or business is preferred.

• No prior experience required.

• PC experience in a Windows operating environment with strong typing ability preferred.

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) preferred.

• Customer service experiencepreferred.

• Bi-lingual preferred (English and Spanish, Portuguese, Mandarin, etc).

Additional Requirements:

• Excellent interpersonal, verbal, and written communications.

• Ability to work with minimal supervision and, in some cases, such as off peak hours, weekends and holidays.

• Ability to proactively anticipate customer needs and make recommendations to meet those needs.

• Ability to work in a multiple shift environment covering 24 x 7 x 365