Service Support Specialist

Job Overview:

Pay Range: $23.00hr - $28.00hr

Requirement/Must Have:

• Associate's Degree with at least 1+ years previous customer service experience.
• Proven ability to make quick and effective independent decisions.
• Strong organization and planning skills.
• Ability to handle multiple functions at one time.
• Strong verbal and written communication skills.
• Intermediate computer skills including the ability to do some advanced functions within various software packages.
• Ability to develop expert product knowledge for areas of responsibility.
• Ability to work evenings and occasional weekends based on team needs.
• Significant on-the-job training or formalized education in specific area.
• Knowledge and application of fundamental concepts, practices and procedures of the particular field of specialization.

Responsibilities:

• Support customers throughout the service customer journey as part of the operations team.
• Provide operations support to the support network.
• Act as a primary point of contact for service representatives, answering inquiries and analyzing, researching, and troubleshooting a wide range of issues varying in complexity.
• Handle issues related to resource dispatching, case creation, and spare parts availability distribution.
• Provide phone support to field representatives.
• Maintain excellent workload management balancing multiple tasks efficiently while maintaining a high level of quality in a fast-paced environment.
• Communicate proactively and effectively with teammates, stakeholders, leadership, and other colleagues.
• Identify problem areas and recommend corrective solutions.
• Maintain documentation according to established guidelines as required by specific job responsibilities.
• Contribute independently or with a team towards a program or department goal or service.
• Interface with internal customers and departments.
• Maintain and continuously improve the quality system and achieve quality objectives through daily actions.

Nice to Have:

• Bachelor's degree in business, finance, accounting, or supply chain.
• SAP experience.
• Salesforce experience.
• Advanced skills in data entry, Google Apps and Drives, and MS Office.

Skills:

• Customer Service focused.
• Positive attitude.
• Empathetic.
• Agile learner.
• Resource dispatching.
• Case creation.
• Troubleshooting.
• Workload management.

Qualification And Education:

• Associate's Degree.
• 1+ years of customer service experience.

 

Disclaimer: Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.

About Cynet Systems

Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.

As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.