Support Services Representative

Software Support Jackson, Mississippi


Description

The Customer Support Representative (CSR) is required to solve problems, ask probing questions to understand the customer’s inquiry, and achieve a high first-call-resolution percentage. Specifically, this position is responsible for interacting with and serving customers to include resolving customer inquiries and assisting them in using various web-based services, login issues, and answering questions about government programs. This position is also responsible for accurately processing incoming agreements, securely handling billing information, and other duties as assigned.
 

Responsibilities

  • Processing of incoming customer inquiries promptly and efficiently through unscripted telephone, email, and chat conversations 
  • Resolve incoming inquiries regarding login issues, billing issues, technical problems, service questions, and other general concerns. 
  • Take detailed notes, document customer contacts quickly, and maintain customer records during and after each customer contact in Customer Relationship Management system. 
  • Understand and determine the cause of problems quickly and apply the proper solution. 
  • Review and process documents for compliance with established regulations 
  • Execute online transactions and handle payment and other sensitive information securely and in accordance with company policies and procedures. 
  • Demonstrate commitment to customer satisfaction and always interact with customers in a professional and courteous manner. 
  • Solve technical problems with minimal supervision. 
  • Navigate a computer effectively and learn to use and support multiple web-based systems quickly.  
  • Provide accurate and complete information to meet customer needs and achieve satisfaction. 
  • Work with supervisor to stay updated on product knowledge and company policies and procedures, and effectively handle changes in any of these areas. 
  • Compile and report feedback on customer satisfaction 
  • Other Responsibilities Assigned by Manager 
 
 

Qualifications

  • Undergraduate/associate degree or minimum two years of related work experience 
  • Outstanding verbal and written communications skills 
  • Strong analytical thinking and problem-solving skills 
  • Well-versed in Internet usage including various browsers, settings, and maintenance 
  • Understanding of Microsoft Office Applications 
  • Strong organizational and prioritization skills 
  • Knowledge of payment processing and/or knowledge of financial reporting a plus 
  • Willingness to define new operational processes or procedures when the customer service team must take on new operational duties. 
  • Works well with others in a team environment. 
  • Strong phone handling skills and active listening 
  • Ability to multi-task, prioritize and manage time effectively. 
  • Exceptional communication and public relations skills with strong phone/email contact abilities 
  • Active listener who can quickly discern customer’s needs. 
  • Preferred experience with month-end close, CDB billing, and invoice procedures. 
  • Maintains a positive attitude and effectively delivers a positive outlook/message in various circumstances. 
  • Demonstrates a polite, tactful, and friendly attitude, fostering a supportive work environment.
 
Join our team and lead the way in providing exceptional customer support while building a positive and dynamic work environment. Together, we will drive our organization towards greater success and customer satisfaction.