Customer Service Agent

We are actively seeking a solutions-oriented Software Support Specialist (Agent) to join our team! You will be directly responsible providing functional customer support through various mediums such as phone, email, and online chat. This role is a great opportunity for anyone interested in joining a fast-paced culture and growth within an organization.

EMP Trust HR is a leading provider of Human Capital Software on  SaaS platform and provides solutions for talent management, onboarding and related solutions and provides a flexible work environment with opportunities to grow your career.  We support Fortune 500 companies, Small and Large Enterprises, State and local agencies and provide a dynamic, fun work environment.
Here’s what you’ll be doing:

• Provide timely, professional, and accurate responses to customers who submit inquiries via phone, email, or chat
• Support customers and end clients on answering questions, track issues or problem reports into our IT help-desk tool and coordinate with technical and sales support teams
• Enter all correspondence and necessary information for problem resolution into our help-desk tools.
• Manage and set customer expectations on timely resolutions of open requests.
• Serve as a customer advocate and interact with internal teams to solve customer issues
• Support setup of new client accounts and users accounts
• Collaborate and follow-up with the product team on cases that require escalation
• Inform customers of critical issues and system updates
  
  

Here’s what you’ll need:

An Associates or Bachelor’s degree preferred. Exceptional candidates with strong educational credentials, web / computer knowledge and good communications skills will be considered in lieu of experience. A background in Human Resources or study in HR will be considered an advantage.

• Around 1 year of experience serving in an external client-facing role supporting clients via phone or email.1-2 years of experience using, supporting, or troubleshooting web-based applications is preferred. 
• 1-2 years of experience working in a corporate environment supporting a product or software as a service (SaaS) solution
• Experience with being managed to traditional customer support KPI’s such as response time, resolution time, and customer satisfaction.
• Excellent written and verbal communication skills
• Detail-oriented and organized with the ability to prioritize tasks in a deadline sensitive environment
• Strong technical, analytical and troubleshooting skills
• Must have a technical inclination and a basic understanding of computers, internet browsers such as Chrome, Firefox or MS Edge and using software on a daily basis.
• Interest in cloud technology, SaaS and Human Resources
• A passion for delivering exceptional service
• Ability to thrive in a team environment
• Creative problem-solving capabilities, ownership of issues, and excellent organization and follow-up

Proficiency in MS Excel, Word, Email Outlook is required
Training: Training will be provided on company’s SaaS software and related help desk tools and components for selected candidates.
Candidates  who are selected will be required to complete a background check and drug screening and must be qualified work in the United States without a visa sponsorship. EMP Trust HR uses E-Verify for workforce eligibility checks with the Department of Homeland security system.
Education: Bachelor's (Preferred)
Work Location: Gaithersburg, MD
We provide flexible working arrangements and work hours for employees who have to deal with unexpected family emergencies.