Customer Portal & CRM Support Rep II (Oracle CRM, Sharepoint, Salesforce CRM, ServiceNow)

Customer Portal $ CRM Support Rep II

This role provides first and second level support to internal and external users of certain company systems, upwards of 20 basic to moderately-complex cases per day. Investigates technical issues, performs tasks like password resets, user setup and document identification. Successful candidates will be dedicated and resilient, conscientious, and able to learn detailed system and process information. They should be able to leverage and contribute to the team with their growing system knowledge.

This team provides support for the following systems:

• Customer and vendor portals (external users, SharePoint)
• Case management and CRM system (internal and external users, Oracle CRM)
• Various adjoining tools (internal and external users, Everbridge, Zoomin, Docebo)

Note: Candidates need not have the systems experience required for the role but must be able to learn and navigate configured enterprise systems. This role will transition from utilizing Oracle CRM and SharePoint systems to Salesforce CRM and ServiceNow in approximately two years' time. Candidates should be willing to transition to these systems over that period. This is a work-from-home, remote position. We are looking for applicants located in the following surrounding areas only (within a 3 hours' drive):

• Dallas/Ft.Worth/Allen/Austin, TX
• Monett/Springfield, MO
• Louisville, KY/ Clark County, IN
• Waterloo/Cedar Falls, IA

The work hours for this position are 9am 6pm CT. This position has recurring check-ins and team meetings.

• Provides timely support by assessing, researching and resolving customers' issues.
• Maintains a strong level of professionalism, establishes a positive rapport with customers via call, chat, and case.
• Troubleshoots and investigates possible system anomalies, understanding if it is 'working as designed' or a bug.
• Escalates complex customer inquiries and system issues for resolution to the level III support representative.
• Documents details of the customer issue in a case.
• Documents support instructions for team-wide use in a database.
• Updates customer support cases, determines the correct support queue for submission and resolution as needed.
• Maintains expected company-wide support metrics regarding response and resolution times.
• Supports system software development with testing activities as assigned.
• Completes special projects (data review, data updates, housekeeping) as assigned.
• May perform other duties as assigned.

What you would need to have:

• Minimum of 3 years of experience in a support role or related field.
• Able to learn and navigate the details of moderately complex systems, tools and processes.
• Able to ask probing questions to get to the root of a customer's inquiry.
• Able to contact and build rapport with various technical teams for investigation support as needed.
• Able to work on routine tasks consistently and efficiently.
• Able to apply acquired job skills and company policies and procedures to complete assigned tasks.
• Strong verbal communication and customer relations skills. Strong written communication skills.
• Able to document processes and instructions into steps (KCS or Knowledge-Centered Service).
• Reliable, able to complete solo tasks and meet deadlines.
• Should have intermediate Microsoft Excel skills like filter/sort, copy/paste and basic formulas for special projects as assigned.

What it would be nice to have:

• Some college preferred.