Customer Success Support Specialist

GENERAL STATEMENT OF RESPONSIBILITY: Responsible for providing excellent customer service by researching and responding to customer questions, technical issues or other inquiries in a timely manner.

ESSENTIAL FUNCTIONS:

Level 1

• Respond to incoming phone calls and emails from customers.
• Log and track all customer contacts and reported issues using CRM and provide case numbers to all customers.
• Receive, troubleshoot, document and resolve issues reported by customers and users of software applications.
• Write follow-up and summary emails after phone communications with customers.
• Ensure reported issues are tracked via the incident handling system.
• Troubleshoot and assist in maintaining various data exchange interfaces and related services.
• Responsible for the final resolution of all open incidents for which they are assigned.
• Monitor various systems for problems, taking corrective action as required to resolve system issues.
• Escalate issues that are not resolvable to their direct supervisor or engineering staff.
• Create and distribute documentation and educational materials.
• Maintain and protect the confidentiality of all CRL, CRL subsidiaries, legal entities and client information.
• Comply with all applicable federal, state, and local safety and health regulations that would apply to this job.

Other duties as assigned.

Level 2

• All responsibilities and knowledge of level 1 support.
• Assist with building/campus security tasks and badge access as needed.
• Be a product expert on Red Arrow, WorkForce, and provide primary support for these products.
• Serve as an escalation point for Level 1 teammates.
• Responsible for monitoring and maintaining data feeds and exchanges.
• Assist with training and on-boarding new team members.
• Interface with system administrators as needed.
• Assist QA team with testing software enhancements.

JOB QUALIFICATIONS:

EDUCATION: High School Diploma or equivalent

EXPERIENCE:

• 1 year experience in a tech-support, help desk or applicable customer service position.

SKILLS & ABILITIES:

• Must be self-starter and able to learn by multiple training methods
• Good verbal and written communication skills
• Detail oriented with strong organizational, multi-tasking and prioritization skills
• Strong analytical and problem solving skills
• Good judgment and decision making skills
• Punctual time and attendance
• Ability to be at work and on time
• Ability and judgment to interact and communicate appropriately with other employees, clients and management

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be available to enable qualified individuals with disabilities to perform the essential functions.

The following physical attributes are required for this position:

• Sitting for extended lengths of time
• Close vision requirements due to computer work
• Repetitive use of hands, fingers, wrists, and elbows for operating a computer and telephone
• Light lifting, up to 10 pounds

EQUIPMENT: PC and communications equipment.

OTHER: Some after hours, on-call, holiday and weekend hours work may be required. Travel may be necessary.

The employer shall, in its discretion, modify or adjust this position to meet the company's changing needs.

This job description is not a contract and may be adjusted as deemed appropriate in the employer's sole discretion.

• denotes essential job function

An Equal Opportunity Employer

Pay Range: $16.00 - $29.00

Benefits for Full Time Employees:

• Medical, Dental, Vision
• Life/AD&D
• Supplemental Life/AD&D
• Section 125 FSA Plan
• 401(k)
• Short and Long-Term Disability
• Paid Time Off
• Holidays
• Tuition Reimbursement