Service Support Specialist

Job Title

Job Overview:

Requirement/Must Have:

• Associate's Degree with at least 1 year 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.
• Efficient and effective oral 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.

Responsibilities:

• Provide operations support to the Support Network.
• Act as a primary point of contact for service representatives, answering inquiries and analyzing, researching & troubleshooting a wide range of issues varying in complexity related to resource dispatching, case creation, spare parts availability distribution, etc.
• 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.
• Embrace change with a positive attitude.
• Identify problem areas and recommend corrective solutions.
• Maintain documentation according to established guidelines as may be required by specific job responsibilities.
• Know and apply the fundamental concepts, practices and procedures of the particular field of specialization.
• Contribute independently or with a team towards a program or department goal or service.
• Interface with internal customers and departments.
• Work evenings and occasional weekends based on team needs.
• Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.

Nice to Have:

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

Skills:

• Customer Service focused.
• Positive attitude.
• Empathetic.
• Agile learner.