Platform Support Specialist

BASIC FUNCTION:
The Platform Support Specialists are responsible for providing front line superior client service through the courteous, efficient, and accurate processing of client issues and requests in a timely and professional manner generated from EDR’s platform and workflow solutions. The ideal candidate will have excellent written and oral communication skills as well as strong interpersonal and organization abilities. A candidate for this position must be able to work in a varied, fast paced support environment. They will have the opportunity to be both self-directed as well as collaborate with team members.

DIMENSIONS:
Direct Reports: No
Status: FT / Non-Exempt
Travel: Less than 5%
Hours: 10 am – 6:30 pm
DUTIES AND RESPONSIBILITIES (not limited to):

• Build a positive consultative relationship with customers
• Identify, research and resolve customer issues and requests efficiently, striving for one-call resolution
• Assist in training customers on our platform solutions and provide technical support to assist them in using the platform
• Keep detailed records in SalesForce (CRM) of all client interactions as well as issue resolution processes
• Research methods to improve process efficiency and daily productivity
• Work cohesively within a team atmosphere to collectively achieve platform wide success
• Night and weekend coverage REQUIRED

REQUIREMENTS

  • 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
  • High level of accountability, responsibility and ability to handle stressful situations
  • Ability to effectively work independently as well as within a team
  • Able to work in fast-paced, deadline-driven environment and to flexibly manage multiple priorities

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  • Accepted file types: doc, docx, pdf.