Service Support Specialist

Job Title

Pay Range: $23.00hr - $28.00hr

Requirement/Must Have

• Associate's Degree with at least 1+ years previous customer service experience.
• Proven ability to make quick and effective independent decisions.
• Strong organization and planning skills.
• Ability to handle multiple functions at one time.
• Strong verbal and written communication skills.
• Intermediate computer skills including the ability to do some advanced functions within various software packages.
• Ability to develop expert product knowledge for areas of responsibility.
• Ability to work evenings and occasional weekends based on team needs.
• Significant on-the-job training or formalized education in specific area.
• Knowledge and application of fundamental concepts, practices and procedures of the particular field of specialization.

Responsibilities

• Support customers throughout the service customer journey as part of the operations team.
• Provide operations support to the support network.
• Act as a primary point of contact for service representatives, answering inquiries and analyzing, researching, and troubleshooting a wide range of issues varying in complexity.
• Handle issues related to resource dispatching, case creation, and spare parts availability distribution.
• Provide phone support to field representatives.
• Maintain excellent workload management balancing multiple tasks efficiently while maintaining a high level of quality in a fast-paced environment.
• Communicate proactively and effectively with teammates, stakeholders, leadership, and other colleagues.
• Identify problem areas and recommend corrective solutions.
• Maintain documentation according to established guidelines as required by specific job responsibilities.
• Contribute independently or with a team towards a program or department goal or service.
• Interface with internal customers and departments.
• Maintain and continuously improve the quality system and achieve quality objectives through daily actions.

Nice to Have

• Bachelor's degree in business, finance, accounting, or supply chain.
• SAP experience.
• Salesforce experience.
• Advanced skills in data entry, Google Apps and Drives, and MS Office.

Skills

• Customer Service focused.
• Positive attitude.
• Empathetic.
• Agile learner.
• Resource dispatching.
• Case creation.
• Troubleshooting.
• Workload management.

Qualification And Education

• Associate's Degree.
• 1+ years of customer service experience.