Wfm Support Specialist

Company Summary

CommunityWFM (formerly WFMSG) was founded in 2005 by a team of industry-leading workforce management consultants. Today, CommunityWFM provides a modern and simplified approach to forecasting and scheduling contact center agents through two product versions, Enterprise and Essentials. CommunityWFM is a trusted partner to some of the most recognized organizations across healthcare, insurance, financial services, retail, and technology. 

Position Summary

The WFM Support Specialist will be responsible for providing application support for customers. They are a designated front-line customer support and will collaborate with other departments to resolve support issues. This role will also assist with technical support and work closely with other departments to resolve escalated issues.

Responsibilities

• Provide WFM consulting or education as it pertains to the CommunityWFM product
• Efficiently troubleshoot and resolve complex problems in a highly technical environment
• Provide front line support via email and phone channels
• Handle multiple requests/projects simultaneously and prioritize appropriately
• Contribute to the creation of internal support troubleshooting documentation
• Collaborate with partner and vendor channels in the scope of product troubleshooting
• Participate in emergency on-call rotation with the rest of the support staff

Requirements

• 1+ Proven experience in Workforce Management analyst or training roles.
• 3+ years of experience as a Workforce Management software end user
• 1+ years of experience supporting enterprise software with an emphasis on web applications and B2B SaaS
• Excellent people skills, business acumen, and an exemplary work ethics
• Preferable working knowledge of IIS and SQL Server
• Preferable knowledge of Workforce Management 
• Aptitude in decision making and problem solving
• Hands on experience with process, workflow principles, and practices
• Dallas-Fort Worth area location preferred but not required. This is a remote opportunity.
• Relevant college degree preferred.

Benefits

Happy and engaged team members are crucial to our success! We strive to provide an environment that fosters learning and advancement with a conscientious effort to provide a positive work/life balance.  We currently offer the following benefits and continually review and revamp our benefit programs based on employee feedback.

• Competitive Salary
• 100% Company Paid top tier Medical, Dental and Vision benefits for you and your dependents.
• 100% Company Paid Life/AD&D insurance and Short Term/Long Term Disability
• Generous PTO Policy
• Eligible for 17 Paid Holidays
• Home Office Stipend
• Continued Education Reimbursement
• Automatic 3% 401k Contribution by Company
• Eligible for Annual Bonus
• Hybrid WFH/Office Environment