Customer Support Tier 1 Specialist

Link Computer Corporation has an immediate opening for a full-time Customer Service Support Specialist at our corporate office in Bellwood, PA. The Customer Support Specialist reports directly to the Customer Support Supervisor 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.

Essential Duties and 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
  • Record and report all customer calls, tickets and results
  • 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 Supervisor
  • 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 customer issues to Customer Support Supervisor, when needed
  • 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

Requirements

  • An Associate’s degree (2-year degree) or 2-3 years of relevant professional experience
  • Demonstrated understanding of working with software/technology
  • General business / financial concepts, Accounting knowledge a plus
  • Basic understanding and ability to use Microsoft business applications – Outlook, Word and Excel

Expectations

  • Organized
  • 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
  • Even-tempered
  • General business knowledge
  • Excellent customer skills
  • Ability to learn software quickly

If this sounds like the position for you and you have the technical knowledge and the desire for success, we want to speak with you today!!!

Please send resume and cover letter to:

Norm Kievit, Staffing Specialist
Email:nkievit@linkcorp.com
Phone: 814-822-1203
www.linkcorp.com

Benefits Include: For Full Time

  • Excellent Benefit Package including
  • Health/Dental/Vision/Life Insurance
  • Company matched 401(k) plan
  • Vacation and Sick Time
  • Paid Holidays

Link Computer Corporation × 140 Stadium Drive, Bellwood, PA 16617 × 814-742-7700 × www.linkcorp.com

Apply Now