Customer Support Specialist

The Customer Support Specialist is responsible for providing technical front line superior client service through the courteous, efficient, and accurate processing of client issues and requests in a timely and professional manner. The ideal candidate will have excellent written and oral communication skills as well as strong interpersonal and organization abilities.

DIMENSIONS:

Direct Reports: No

Status: FT / Non-Exempt

Travel: Less than 5%

Hours: 10:00 am – 6:30 pm

DUTIES AND RESPONSIBILITIES (not limited to) :

-Assist in training customers on our platform solutions and provide technical support to assist them in using the platform
-Build a positive consultative relationship with customers
-Identify, research and resolve customer issues and requests efficiently, striving for one-call resolution
-Keep detailed records in SalesForce (CRM) of all client interactions as well as issue resolution processes

Benefits include: Health, dental, vision & life insurance, paid time off, 401k, disability, flex spending, tuition reimbursement and more!

This job description is a general listing of the required tasks and expectations of the position and in no way implies that the duties listed above are the employee’s only responsibilities. The employee is expected to perform other tasks, responsibilities and training as instructed by their supervisors. Duties and responsibilities may change at any time with or without notice.

This position may require additional hours outside of the standard work schedule including occasional holiday, evening and/or weekend hours in order to meet deadlines or to accommodate customers.

The employee will regularly be required to talk, hear, walk, use hands, kneel, crouch and lift up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDR is an equal opportunity/affirmative action employer. It is the policy of the Company to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, religion, sex, national origin, age, disability, or veteran status.

REQUIREMENTS

  • Bachelors Degree preferred
  • 2-3 years of previous customer relationship experience
  • Strong attention to detail, analytical, problem solving, communication, listening and interpersonal skills
  • Previous experience with Adobe, Microsoft Suite, Various Web Browsers and Java programs preferred
  • Experience with SalesForce (CRM) preferred

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