Note: The job is a remote job and is open to candidates in USA. Conexess Group is a company that provides support for various customer and vendor portals, CRM systems, and related tools. They are seeking a Customer Portal & CRM Support Rep II to provide first and second level support to users, troubleshoot issues, and maintain professional rapport with customers.
Responsibilities
- Provides timely support by assessing, researching and resolving customers’ issues
- Maintains a strong level of professionalism, establishes a positive rapport with customers via call, chat, and case
- Troubleshoots and investigates possible system anomalies, understanding if it is ‘working as designed’ or a bug
- Escalates complex customer inquiries and system issues for resolution to the level III support representative
- Documents details of the customer issue in a case
- Documents support instructions for team-wide use in a database
- Updates customer support cases, determines the correct support queue for submission and resolution as needed
- Maintains expected company-wide support metrics regarding response and resolution times
- Supports system software development with testing activities as assigned
- Completes special projects (data review, data updates, housekeeping) as assigned
- May perform other duties as assigned
Skills
- Minimum of 3 years of experience in a support role or related field
- Able to learn and navigate the details of moderately complex systems, tools and processes
- Able to ask probing questions to get to the root of a customer's inquiry
- Able to contact and build rapport with various technical teams for investigation support as needed
- Able to work on routine tasks consistently and efficiently
- Able to apply acquired job skills and company policies and procedures to complete assigned tasks
- Strong verbal communication and customer relations skills
- Strong written communication skills
- Able to document processes and instructions into steps (KCS or Knowledge-Centered Service)
- Reliable, able to complete solo tasks and meet deadlines
- Should have intermediate Microsoft Excel skills like filter/sort, copy/paste and basic formulas for special projects as assigned
- Some college preferred
Company Overview
Conexess Group is an information technology company providing IT staffing and project management services. It was founded in 2009, and is headquartered in Nashville, Tennessee, USA, with a workforce of 201-500 employees. Its website is http://conexess.com.