JOB TITLE: Customer Support I, Supply Chain
DEPARTMENT: Customer Support Department
REPORTS TO: Customer Support Manager
REVISION DATE: 02/05/2024
SUMMARY: Provide basic customer support and assistance to customers. Addresses and responds to customer inquiries on organizational products and services, including installation, operational functions, troubleshooting, and maintenance. They provide customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction.
Duties And Responsibilities

• Answer incoming customer calls regarding software issues, product problems, service questions and general client concerns.
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
• Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers.
• Route cases to the upper level in case is needed following the instructions.
• Communicate to customers instructed information depending on the document case resolution.
• Be prepared to answer an average of 90-100 calls per week.
• Performs other related duties as assigned by management.

Supervisory Responsibilities

• This job has no supervisory responsibilities.

Qualifications

• Bachelor’s degree in business or computer related field or supply chain management
• Pass Level I entrance training.
• Fluent in English and Spanish
• Basic computer knowledge including different operating systems, firewall principles and network communications
• Have great communication ability; be able to understand clients need and address the solution in a proper way.
• Should understand the system enough to suggest workarounds and accommodate the customer’s needs based on the program’s flexibilities
• Be a team player
• Follow instructions.

Competencies

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Physical Demands And Work Enviornment

• Occasionally required to walk.
• Continually required to sit.
• Continually required to utilize hand and finger dexterity.
• Continually required to talk or hear.

What You’ll Love About Magaya Great Company Culture: Our team is comprised of people who are talented at what they do and have a passion to help our clients.
Work that Stays at Work: Genuine work/life balance served at Magaya!
Rest and Relaxation: Flexible Vacation and up to 40 hours of sick leave depending on worked in State.
Health Benefits: Full comprehensive benefits program with medical, dental, vision, supplemental offered to all new employees and dependents. Short-term disability, long-term disability, and company paid life insurance . Prepare for the Future: Competitive 401k plan with a company match.
Learning and Development: From our very own Magaya Software to coding, internal subject matter experts run classes designed to get you up to speed.