Support Agent
Summary
The Customer Support Coordinator is responsible for receiving all customer inquiries via the phone, chat, email and/or Internet and for operating a computerized CRM System with a steady volume of customer requests for our Viewpoint Construction Software division. This division provides an enterprise level software solution with integrated accounting, project management, and operations modules for mid-range to large-scale contractors throughout the United States and abroad. This is a full-time, entry-level position which will initially operate under close supervision. The successful candidate will possess good telephone/Internet skills and a customer service orientation.
Essential Duties & Responsibilities
1. Answers high-volume incoming support calls, chats, emails, and online cases; and routing calls to appropriate employees.
2. Assist customers on setting up Customer Portal (online support portal), update contact preferences. You will also provide support for customers having access issues or questions about the Customer Portal.
3. Enters and updates customer data, including customer contact information and pertinent details including software version.
4. Communicates and interacts directly with customers, assisting with directing calls to other departments for any case owners outside of CS.
5. Assist customers, sales, PS in expediting cases when asked.
6. Completes assigned projects as needed.
7. Educates and schedules appointments for customer deployment of Viewpoint Software.
8. Manage bounced emails to keep Viewpoint contact information current.
Competencies
Strong customer-service orientation.
Writes and speaks clearly and concisely and expresses self well.
Demonstrates accuracy and thoroughness and monitors own work to ensure quality, presents information effectively, and is able to read and interpret written information.
Demonstrates professionalism, discretion, and good judgment in all interactions with co-workers, customers, vendors and others.
Consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
Handles confidential and sensitive information and records with a high degree of discretion, diligence, and good judgment.
Well-organized, self-directed team player.
Strong organizational skills required, strong follow-through a must with the ability to manage projects and assignments with flexibility.
Qualifications
Required
High school diploma
Pleasant and articulate telephone personality and the ability to create rapport and deal constructively with customers over the phone. Remains calm in dealings with customers and amidst a high-volume of incoming calls.
Demonstrated excellent attendance record and a high level of dependability. Ability to work within the coverage requirements of the Customer Support department.
Ability to multi-task and thrive in a fast-paced, software-based environment. Experience handling multiple competing requests incoming through various mediums (i.e., telephone, email, chat, in person, etc.) is a must.
Intermediate experience with MS Office applications and data entry.
Preferred
Some college coursework completed in business management, accounting, or computer technology.
Customer service experience
Advanced skills using Microsoft Excel and Word.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
