Customer Service Rep

Customer Service Rep
Austin, TX- ONSITE
3 Months
Pay: $21-22 per hour

The Client Support Specialist is responsible for answering phone calls and email requests for client account maintenance, assisting with invoice inquiries and payments, data entry and miscellaneous administrative tasks as assigned. Since this position requires interaction with clients of all organizational levels via telephone and email, it is essential that this individual have effective customer service, communication and problem-solving skills.

The Customer Service Representative provides support to internal and external clients on technical and product specific issues. May provide remote technical and application support to customers, by phone, email, chat and/or remote system access. Strong knowledge of product specialty as this role demands more technical inclination than typical 1st line support. Requires ability to discern/creatively troubleshoot client issues associated with enterprise application including bespoke client networks.

Requires developing strong knowledge of complex product, and clear/concise communication/documentation to client questions relating to the application.

ESSENTIAL DUTIES AND RESPONSIBILITIES Essential activities of the Customer Service Representative include: providing application support to both internal teams and external customers; contributing subject matter expertise to ensure customer satisfaction and organizational success; maintaining performance standards and representing ***.
Specific responsibilities and requirements:
Demonstrates solid knowledge of application, product, and services
Provides support and troubleshooting of application to both internal teams and external customers via telephone, live online chat and email
Strong analytical skills to identify origin/cause, initiate research and promptly respond to cases that may be handled without escalation (e.g., product operation, product content)
Effectively communicates to internal and external clients and records concise documentation of cases
Working cross-functionality to proactively resolve specialized, procedural, and operational issues; escalating cases that require additional expertise
Independently and in team environment, apply troubleshooting methodologies to drive escalated issues to closure
Delivers timely responses to business owners, stakeholders, and users on issue status and resolution
Motivated contributor to team knowledge share, meetings, and documentation to reduce recurring issues and inquiries

OTHER DUTIES Represents
*** by developing and maintaining comprehensive knowledge of
*** products, industry trends and general business and financial acumen through various sources and initiatives; communicating in a professional, compelling, and articulate manner of speech, writing and formal presentation; behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity and professionalism.

JOB QUALIFICATIONS
Education Minimum, high school education or equivalent, bachelor's degree preferred Experience, Knowledge and Tools

Minimum Experience:

2 years of client-facing application support experience, including:
Troubleshooting product issues, and reporting issues via phone/e-mail/chat
Working cross-functionally to resolve technical, procedural, or operational issues
Working collaboratively with individuals at all levels of the organization
Executing to short and long-term plans
Training internal and external customers to mitigate recurring requests for help

Tools:
CRM Application; e.g., Sales Force
Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Microsoft Server products (e.g., Windows Server, SQL, MS Project)
Visio
Microsoft Access
Business Objects

Other Knowledge, Skills, Abilities or

Certifications:

(First list requirements, followed by preferences)
Analytical skills
Interpersonal and collaborative skills
Problem solving and decision making skills
Written and verbal communication skills
Prioritization, multitasking and organizational skills
Conflict resolution

Job Summary:

The Client Support Specialist

Ability to be self-directed and work efficiently with minimal supervision', 'Ability to multitask and effectively handle multiple time sensitive projects', 'Ability to work in a fast-paced, high-energy environment', 'Ability to work independently and in a team environment', 'Effective communication (verbal and written) and relationship building skills', 'Must be computer literate;
Intermediate level skills with MS Office;
Word, Excel and Outlook are required', 'Must be very detail oriented with strong organizational skills'

Analytical critical thinking and problem-solving skills', 'Knowledge of general corporate procedures and/or willingness to learn