One of our clients is looking for a Customer Support Specialists (CSS) for their front line customer support (Tier1) Client Care Team. From their beautiful open-environment office in Midtown, you'll work directly with existing customers to provide support, training, and added value for deployed software and hardware solutions. This company supports clients in multiple account specific teams, allowing the front line support staff to build strong relationships with the customers they support. You will be expected to leverage strong communication and relationship building skills, along with a keen interest in learning new technologies and becoming a master user of the software. Experience supporting software applications, networking, ASP/Cloud Services and wireless technology offerings is a plus. Ideal candidates should be seeking this opportunity as a gateway to a career with the company and should want to move up within 1-2 years.
This client offers excellent benefits including: • Medical, dental, vision, FSA/HSA, STD, LTD • Matching 401k • Leadership that truly enjoys developing their people and a culture of promoting from within • Beautiful office space in a vibrant midtown location with a free gym • Paid parking or public transportation reimbursement • Family atmosphere with company and team events
Responsibilities include: • Continuously learning about the software, hardware, solutions, and industry • Providing world class front line support to end users of the client's software and hardware • Taking ownership of issues and seeking out resolutions, sometimes working with other teams/departments • Training clients on features and uses of the software in response to reported issues • Leveraging salesforce.com, phone, email, and web based support tools to communicate status and collaborate on solutions
Required Experience and Skills • Bachelor’s degree • Experience in a customer support or customer facing role • Excellent oral and written communication skills, with the ability to quickly build rapport with team members and customers • Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success • strong technical and analytical skills • Proven ability to function in a self-directed environment • Understanding of technical support practices such as ticket documentation, service level agreements, escalation processes • Innovative thinker who is positive, proactive, and readily embraces change • Able to handle clients professionally and confidently • Solid experience using Outlook, Excel, and MS Word • Affinity for learning new and evolving technologies and software programs • Excellent time management and prioritization skills • Resourceful, flexible, adaptable and ability to work well with limited direction and oversight • Innovative, inventive and curious – always asking questions and learningPreferred Technical Experience and Skills • Experience working with, troubleshooting, and correcting the following: • MS-SQL based applications • Citrix delivered systems • Mobile data communication (wireless) devices • Basic networking and familiarity with common IT practices/infrastructure • Experience using Salesforce.com or other CRM systems • Experience using Remote Assist Software (FastSupport.com), PC Hardware and Peripherals and Remote Access (VPN, Web VPN)
• Continuously learn about our software, hardware, solutions, and industry • Provide world class front line support to our end users of our software and hardware • Take ownership of issues and seek out resolution, sometimes working with other teams/departments • Train clients on features and uses of our software in response to reported issues • Leverage salesforce.com, phone, email, and web based support tools to communicate status and collaborate on solutions
- Customer Service
- CRM (1 year of experience is required)
- Call Center Support (1 year of experience is required)
- Typing Skills
- Years of experience: 0 years
- Experience level:
Working hours: 8 AM - 5 PM
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.