Futurewavesystems
Customer Support Specialists
Chandler, AZ, United States
Sponsorship not specifiedDetected 3716 days ago
CSSProject ManagementCRMNegotiationHRISCustomer SupportResearchCommunicationProblem SolvingCritical ThinkingAdaptabilityOrganizational Skills
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).
- Maintains the service organization's standards that are set by regional and corporate management regarding call and case handling, ie Average Handle Time, Adherence, Call Strategy, Case Activity, etc.
- Receives training on products or applications and servicing skills to support the organization, clients and teammates.
- Completes new hire and ongoing training programs as designed.
- Provides feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement. May participate in developing documentation (ie. Solutions, Knowledge Base).
- Uses judgement and escalates unresolvable or concerning issues to a higher level support or to management as approprate.
Requirements
- Ability to set reasonable expectations
- 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
- the ability to multi-task, set priorities, and follow up on all client commitments.
- Comfortable in multiple systems
- Learning agility and the self-awareness to recognize the need for behavioral change.
- Problem solving and negotiation skills
- Excellent communication skills, both verbal and written
- Open to Feedback, change and learning new things
- Adaptable, Reliable
- Interpersonal skills - relates well with others
- Can work in the gray
- Wins the client over
- Cares about what they are doing, takes pride in their work
Benefits
- TLM, WGPS, Retirement Services, FSA/Cobra, etc) to ensure client satisfaction.
- 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.
Company info
- When it comes to technology and staffing services, we are by far, the best and brightest.
- We're making waves, turning heads, and breaking ground in a very competitive industry.
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This listing is sourced directly from Futurewavesystems's careers page and normalized into a canonical job model.