Support Specialist - Software

 

Title:              Support Specialist
Reports to:     Customer Service Coordinator
Group:            Muni-Link

General Purpose

The Support Specialist reports to the Customer Service Coordinator and plays an integral role in daily service to our customers. Once a client is actively using the Muni-Link cloud based software, they will submit questions by email and phone, to be answered by the support staff.     The Customer Service Support Specialist will follow through each task until a solution is taken back to the customer and reviewed to their satisfaction.

Key Objectives

  • Be patient, courteous and respectful at all times, to empower and encourage customers
  • Answer calls / emails about functionality of Muni-Link Software
  • Give clear and concise direction to customers on how to use software components
  • Troubleshoot / to effectively be able to comprehend the issue described by the customer and consider the functionality to determine the source of the issue
  • Record and report calls/ actions and results

Additional Responsibilities

  • Help maintain feature Requests – when customers discuss possible new features they would like record, keep notes and report for future development
  • Maneuver efficiently through Microsoft Applications – Excel and Word.
  • Understand, maintain and support outside vendor software interfaces in Muni-link
  • Keep Customer records updated – phone , emails , employee contacts
  • Prioritize customer issues to Team Lead, when needed
  • Other customer service tasks, as assigned 

Qualifications

  • An Associate’s degree (2 year degree) or Min 3 years customer service experience
  • Demonstrated understanding of working with software/technology
  • General business / financial concepts
  • Basic understanding and ability to use Microsoft business applications – Word and Excel

 

 

Skills

  • Exemplary verbal and written communication skills
  • Organized
  • Strong Interpersonal and External personal skills (Communication skills)
  • Client-oriented
  • Attention to detail
  • Basic computer skills (typing on a keyboard)

Core Values

  • Honesty and integrity
  • Positive attitude and enthusiasm
  • Balance
  • Creativity
  • Determination and teamwork

Performance Measures

  • Customer Satisfaction (generated from feedback forms, emails, etc.)
  • Organizational Skills (Preparation, follow-up, etc.)
  • Creativity and input into new product ideas
  • Productivity
  • Call Volume and resolution turnaround

 Time, Attendance, and Physical Requirements

  • Office hours are Monday – Friday, 8:00am – 5:00pm; however, it is feasible that this position would train clients in other time zones, so other office hours may apply.

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

 

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