Customer Support Tier 1 Specialist 22

Nguyễn Ngọc Duy đăng lúc 31/01/2022

Title:                            Customer Support Tier 1 Specialist
Reports to:                  Customer Support Manager
Group:                          Muni-Link

General Purpose

The Customer Support Tier 1 Specialist reports directly to the Customer Support Manager and plays an integral role in daily support and service to our customers. Once a customer is actively using Muni-Link’s cloud-based software, the Customer Support Team will provide ongoing support on customer calls, emails, and live chats. The Customer Support Tier 1 Specialist will follow through each task until a solution is taken back to the customer and reviewed to their satisfaction.

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Description

Tier 1 Specialist: The front-line support team. Tier 1 Specialist is able to resolve the most common incidents and requests. The Tier 1 Specialist is responsible for resolving a significant percent of issues without escalation to other teams and is typically measured by response time and customer satisfaction. Tier 1 Specialist should have strong communications skills and good troubleshooting and customer service skills. Tier 1 Specialist will be supported by effective remote access tools, a knowledge base that provides information on common solutions and workarounds, and collaboration capabilities with other support teams. Tier 1 Specialist is responsible for gathering as much information as possible from the end user. Tier 1 Specialist must use the ticketing system with which to record and track their work, to ensure all teams have progress visible to them and can coordinate communications and resolutions effectively.

Essential Duties and Responsibilities

Serve as the first point of contact for Muni-Link Billing customers seeking assistance over the phone, email or live chat
Give clear and concise direction to customers on how to use software components
Troubleshoot and effectively be able to comprehend the issue described by the customer through pertinent questioning
Document all customer interactions in CRM or other customer databases, and alert management of important customer issues or problems needing further escalation for resolution
Build strong customer relationships and generate high customer satisfaction
Train the customers on the software functions when necessary
Provide ongoing support, assistance and follow-up
Escalate significant problems and issues promptly to Customer Support Manager
Improve operations whenever possible
Be patient, courteous and respectful at all times, to empower and encourage customers
Strive to resolve incidents on first contact

Additional Responsibilities

Help maintain feature Requests – record, report, update the ticket and customer regularly, and track to completion .
Maneuver efficiently through Microsoft Applications – Outlook, Word and Excel
Understand, maintain and support outside vendor software that interface’s with Muni-Link
Keep Customer records updated in our Muni-Link software and CRM – phone, emails, employee contacts
Prioritize and escalate significant customer issues promptly to Customer Support Manager when necessary
Encourage opportunities to upsell / cross-sell Muni-Link ’ s other module’s and products when speaking to customers, passing along leads and referrals to Sales Manager
Assigned project specialist tasks ( Regression Testing, Bill Print, Documents, Meter, Accounting )
Other customer support specialist tasks, as assigned

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Requirements

An Associate’s degree ( 2 – year degree ) or 2-3 years of relevant professional experience
Demonstrated understanding of working with software / technology
General business / financial concepts, Accounting knowledge a plus
Basic understanding and ability to use Microsoft business applications – Outlook, Word and Excel

Expectations

Organized
Strong Interpersonal and External personal skills ( Excellent Communication skills )
Customer service oriented
Honesty and integrity
Positive attitude and enthusiasm
Balance
Creativity
Determination and teamwork
Strong work ethic
Excellent multi-tasker with a focus on efficiency
Even-tempered
General business knowledge
Excellent customer skills
Ability to learn software quickly