Position Summary:
The Customer Support Specialist reports directly to the Customer Support Manager and plays an integral role in daily support and service to our customers. Once a customer is actively using Muni-Link's cloud-based software, the Customer Support Team will provide ongoing support on customer calls, emails, and live chats. The Customer Support Specialist will follow through each task until a solution is taken back to the customer and reviewed to their satisfaction. Once trained this position will have a hybrid work week onsite and remote.
Key Responsibilities
- Serve as the first point of contact for Muni-Link Billing customers seeking assistance over the phone, email or live chat
- Give clear and concise direction to customers on how to use software components
- Troubleshoot and effectively be able to comprehend the issue described by the customer through pertinent questioning
- Document all customer interactions in CRM or other customer databases, and alert management of important customer issues or problems needing further escalation for resolution
- Build strong customer relationships and generate high customer satisfaction
- Train the customers on the software functions when necessary
- Provide ongoing support, assistance and follow-up
- Escalate significant problems and issues promptly to Customer Support Manager
- Improve operations whenever possible
- Be patient, courteous and respectful at all times, to empower and encourage customers
- Strive to resolve incidents on first contact
Additional Responsibilities
- Help maintain feature Requests - record, report, update the ticket and customer regularly, and track to completion.
- Maneuver efficiently through Microsoft Applications - Outlook, Word and Excel
- Understand, maintain and support outside vendor software that interface's with Muni-Link
- Keep Customer records updated in our Muni-Link software and CRM - phone, emails, employee contacts
- Prioritize and escalate significant customer issues promptly to Customer Support Manager when necessary
- Encourage opportunities to upsell/cross-sell Muni-Link's other module's and products when speaking to customers, passing along leads and referrals to Sales Manager
- Assigned project specialist tasks (Regression Testing, Bill Print, Documents, Meter, Accounting)
- Other customer support specialist tasks, as assigned
Skills Needed:
- Basic understanding and ability to use Microsoft business applications - Outlook, Word and Excel
- Organized
- Demonstrated understanding of working with software/technology
- Strong Interpersonal and External personal skills (Excellent Communication skills)
- Customer service oriented
- Honesty and integrity
- Positive attitude and enthusiasm
- Balance
- Creativity
- Determination and teamwork
- Strong work ethic
- Excellent multi-tasker with a focus on efficiency
- General business knowledge
- Excellent customer skills
- Ability to learn software quickly
Preferred Qualifications: Requirements
- General business / financial concepts, accounting knowledge a plus
Education/Experience: Typically requires a bachelor's degree (or international equivalent) and 0-2 years of relevant experience.
Location: Bellwood, PA
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