Job Description:

This position is responsible for triage of initial calls/emails from various end?users, providing efficient and accurate information, assistance and technical support of Company’s key applications; always maintaining positive relationships with end?users, our technical team and stakeholders; and willing to request assistance when needed.  Support includes answering questions, troubleshooting issues, assist with developing, testing and implementing solutions, and providing needed support with projects. The goal is to make sure that our customers are happy and that the value of our tools are realized and maintained.
Duties & Responsibilities  
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities include the following:    
• Serve as the first point of contact by phone or email for customers requesting products, services, training or experiencing problems with hardware or software
• Answer, evaluate and prioritize incoming requests by interviewing end?users to gather valuable information to identify issues and lead customers through diagnostic procedures to determine cause
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem?solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on products or services
• Record events and problems and their resolution in support tool
• Ensure correct protocols are followed for all submitted requests
• Follow?up and update customer status and information
• Maintain high level Customer satisfaction by clarifying Customer needs and ensuring that they are met
• Customer?relation problems promptly and appropriately, escalate issues according to established procedures
• Pass on any feedback or suggestions from customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Create, maintain, review and update department documentation, processes and procedures
• Effectively train users to maximize the use of their systems
• Assist with user training and training documentation for conpany customers, partners and employees
• Provide business analysis (BA) and quality assurance (QA) support for software development to ensure thorough testing of any application changes
• Participates in creation and documentation of performance test cases for deliverables
• May assist the procurement team with both clients and internally: configuring, shipping, receiving, inventory and assets, both in physical and digital formats
• Proactively provide manager with regular status updates and feedback to continuously improve the level of Customer Support and satisfaction


Education & Experience:
• Bachelor's Degree or equivalent from four?year College or technical school, preferably in Technology, Supply Chain or Business Administration and 2+ years of related experience
• Post?secondary education in Computer Science, Information Technology or a technology related field may substitute for the experience on a year for year basis
• 4+ years of Customer Support experience
• 3+ years of Technical Support experience  
• 2+ years of Supply Chain experience preferred
• 2+ years of application experience with the Transportation Management System (MercuryGate),  Warehouse Management System (Infor), Order Management System or equivalent business application(s) preferred  
• Tech savvy with working knowledge of office automation products and databases
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Proficiency in English is required
• Proficiency in Spanish is a plus

Required Skills:
• Possess exemplary customer service and interpersonal skills
• Excellent written and verbal communication skills with the ability to effectively listen to and understand others o Ability to speak and write clearly, concisely and competently o Ability to speak and write with a pleasant tone over the phone or by email/chat
• Customer service focused both internally and externally
• Ability to build and maintain ongoing relationships with customers, peers and support partners
• Maintains professionalism, sense of urgency, accountability, initiative and a strong work ethic
• Ability to work in a fast?paced environment with tight deadlines, multiple tasks, and changing conditions
• Ability to work closely with a team, maintain a positive attitude and enthusiasm to complete tasks that are required to satisfy customers' technological needs
• Communicate professionally and effectively with clients, all levels of staff, channel partners and vendors, both written and verbally
• Ability to effectively present information and respond to questions from team, co?workers, leadership, clients and external business partners
• Strong analytical and problem solving skills
• Effectively addresses hardware and software issues via telephone or remote services
• Ability to translate technical concepts to non?technical individuals
• Advanced knowledge of Microsoft Excel, including the ability to create and work with advanced Pivot Tables, advanced Excel functions, and exposure to Macros
• Experience with business systems integration involving multiple applications ranging from order management to financial systems
• Proficiency with Microsoft Office Applications (Outlook, Word, Excel, PowerPoint, Visio)

Certifications or Licenses:
• Supply chain industry credentials are a plus (i.e. SCOR, APICS, Six Sigma, or Lean)

Competencies Required to Perform Role Successfully:
• Factor 1.A.11:  Customer Focused
• Factor 1.A.35:  Tech Savvy
• Factor 2.D.2:  Action Oriented
• Factor 2.E.38:  Optimizes Work Processes
• Factor 3.G.20:  Interpersonal Savvy
• Factor 3.I.7:  Communicates Effectively   
• Factor 4.K.29:  Demonstrate Self-Awareness

For more information on this job:
Rekruiters has been named by business journals as one of the best places to work.
For all of our consultants, we offer benefits such as weekly pay, health insurance, 401k and even profit sharing to our consultants.
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