Futurewavesystems
Customer Support Specialist (Perm Hire)
Chandler, AZ, United States
Sponsorship not specifiedDetected 3737 days ago
CRMHRISCustomer SupportCommunicationAdaptability
About the role
- Monitors open client issues until successful completion.
- Escalates irresolvable or concerning issues to management as appropriate.
- Ensures World Class Service client satisfaction on each transaction.
Responsibilities
- Researches, designs and modifies complex mainframe features or software applications to meet the client's specific needs for Tier II resolution.
- Works with technical support or various production departments as needed to effectively troubleshoot, analyze and resolve problems and client concerns.
- Implements additional non-billable features for clients by utilizing systems/applications and understanding clients requirements and needs.
- Maintain appropriate records of client contact through the CRM (ie. eAccess/Clarify).
Requirements
- Is the initial point of contact for all clients and determines if resolution can be found on initial call or if Tier II resolution is required.
Skills
- Continually upgrades knowledge and skill base relating to new product rollouts, existing products and statutory/legislative changes.
Benefits
- Provides critical and accurate statutory information to clients in payroll or HR areas, such as tax filing and/or benefit administration, so that it is not exposed to financial risk and/or penalties.
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This listing is sourced directly from Futurewavesystems's careers page and normalized into a canonical job model.