Senior customer support representative job description

Duration: 6 months

Pay rate: $21.00/hour

Responsibilities:

Demonstrate strong customer service skills to provide phone support including:

Listening to the customer to gain an accurate understanding of the situation

Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue

Producing accurate, detailed documentation at the client, problem and incident level

Resolving conflict

Responsible for high quality end-user technical support, related to enterprise software and hardware

Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast paced 7x24x365 environment.

Under general oversight, provides after hours and weekend support as needed.

The position requires attention to detail, follow through, teamwork focus and positive attitude.

An understanding of technology and the ability to apply that knowledge to support all existing systems

Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in person

Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptly

Identifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situations

Provides investigation, diagnosis, resolution and recovery for hardware/software problems

Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and software

Qualifications:

Excellent customer service skills required

Excellent communication skills required

Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment

Preferred work experience in technical support role but not required

Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly

Self motivated and ability to work on own initiative in a high pressure environment

Willing to work variable shifts including evenings, weekends and public holidays

***Responsible for high quality end-user technical support, related to enterprise software and hardware

An understanding of technology and the ability to apply that knowledge to support all existing systems

Provides investigation, diagnosis, resolution and recovery for hardware/software problems

Required Education:

High school diploma or GED with relevant work experience

Responsibilities:
• Demonstrate strong customer service skills to provide phone support including:o Listening to the customer to gain an accurate understanding of the situationo Being empathetic to the customer’s situation and having a sense of urgency to resolve the issueo Producing accurate, detailed documentation at the client, problem and incident levelo Resolving conflict• Responsible for high quality end-user technical support, related to enterprise software and hardware• Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast paced 7x24x365 environment.• Under general oversight, provides after hours and weekend support as needed.• The position requires attention to detail, follow through, teamwork focus and positive attitude.• An understanding of technology and the ability to apply that knowledge to support all existing systems• Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in person• Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptly• Identifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situations• Provides investigation, diagnosis, resolution and recovery for hardware/software problems• Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and software
Qualifications: • Excellent customer service skills required• Excellent communication skills required• Preferred work experience in technical support role but not required• Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly• Self motivated and ability to work on own initiative in a high pressure environment

Education: Bachelors Degree

Additional client information:

Company DescriptionCompunnel Inc., established in 1994; is a leading provider of Staffing, IT/Software, e-Learning/Training, Business Intelligence, and Cloud Solutions. A leader in contingent and permanent workforce solutions, we also provide temp-to-hire staffing, project-based/SOW staffing, and payroll services to our esteemed clientele which includes Fortune 500 companies of diverse industry segments. Ranked as one of the largest staffing firms in the US which is our primary service market; we also have a significant presence in Europe and Asia. As a national service provider in the US, we are serving our customers all major states and regions; thereby generating numerous job opportunities for prospective employees in their preferred locations of choice.

We have witnessed multi-fold YOY growth, and continuously adding a large pool of talented resources to our employee base every year. Our extensive experience in hiring professionals of multiple in-demand skill sets (IT, Engineering, Healthcare, Admin-Clerical, Finance, Professional, Light Industrial, etc.) further makes Compunnel a wider and preferred platform for people to pursue their careers in the US. We welcome people from all walks of life and cultures, and we support workforce diversity by providing equal employment opportunities to people without any discrimination based on race, color, gender, religion, national/ethnic region, disability, or any other basis.

Our Life Science Connect Technical Team focuses on helping our clients solve a problem or achieve an outcome, not just selling them a product or service. When done right, we are viewed as a partner, an extension of their team. We seek to understand, work unbelievably hard to learn what is needed, and then are relentless in our pursuit of providing real help.

Our business is growing at an incredible rate. Continuous investment in our products, services, and technical infrastructure has us well-positioned to achieve real results for our clients. This is highlighted by adding a content marketing-focused SaaS solution to our product offerings. To maximize this growth, we need to add to our Customer Support Team in Horsham, PA .

This position will be responsible for handling customer service and technical support inquiries from internal and client users of Templeton. They will also be responsible for conducting regular Customer Onboarding training sessions and creating and maintaining FAQs. Lastly, they will work closely with the development team to test new feature releases, bug fixes, and enhancements for all Templeton updates to ensure changes are implemented properly.
CUSTOMER SERVICE and SOFTWARE SUPPORT:

* Handle inbound queries and issues from both internal users and clients through all available Support channels (phone, email, and live-chat).
* Resolve all issues within defined service level agreements.
* Quickly triage and escalate critical support issues to the development team.
* Collaborate with internal users and clients to ensure software is optimally configured, meeting their needs.
* Track and communicate client status, issues, time frames, and root causes related to tickets submitted by clients.
* Identify trends in client issues and recommended software enhancements.

USER ADOPTION, CUSTOMER TRAINING, and DOCUMENTATION:

* Conduct regular Customer Onboarding training Sessions
* Conduct new feature release and software update training
* Create and maintain FAQs database
* Create and maintain in-app guides, walkthroughs, and messaging

QUALITY ASSURANCE TESTING:

* Work with development team to test new feature releases, bug fixes, and enhancements for all product updates to ensure changes are implemented properly.

Life Science Connect facilitates mutually beneficial connections between our audiences and strategic partners that accelerate the advancement of life-improving, life-extending, and life-saving therapies and devices. We hire world-class employees with high character, drive, discipline, and a track record of success. In turn, we provide our employees with career growth potential, excellent pay, and a competitive benefits package. Our culture is focused on helping each member of the team become the best version of themselves and promotes a friendly atmosphere and work-life balance.

Position Requirements

REQUIRED SKILLS and EXPERIENCE:

* 3 years' experience as support specialist in a software or technical support environment - including email, live-chat, and/or phone support.
* Experience with Ticketing Systems ie. Zendesk, Freshdesk, Helpscout and Bug Tracking systems.
* Technically adept with application administration and configuration.
* Experience providing end-user training and writing software documentations such as FAQs, feature announcements etc.
* Experience collaborating with software developers to resolve customer issues.

PREFERRED SKILLS / EXPERIENCE:

* Bachelor's degree or degree/certifications from a computer technical school
* 5 years' experience as support specialist in a software or technical support environment - including email, live-chat, and/or phone support.
* Min 2 years testing experience

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