**Responsibilities**

* Manage the full lifecycle of each support case

* Assess technical situations and establish priorities/severities

* Recommends solutions to general problems, questions and inquires encountered by users in according with established best practices

* Help troubleshoot problems and provide actionable tips to resolve the issue

* Communicate with all stakeholders: customer, 3rd party platform(s) and internally at Shaker

* Refer difficult cases to appropriate parties

* Schedule and designate project tasks to team members

* Deliver timely solutions to the customer while maintaining a high level of customer satisfaction

* Documents activities, events and material used in maintenance logs or on service reports

**Requirements**

* Minimum of an Associates Degree along with the completion of some computer training programs

* 1 year of customer support experience

* 1 year of relevant experience in a customer focused position involving technical knowledge of a companies products and services

* Proficiency with Microsoft Office and Windows products

* Experience working with HR Information Systems like PhenomPeople and WorkDay a strong plus

* Familiarity with basic web technologies such as web/database servers and hosting platforms

* Strong time management and ability to establish reasonable and attainable deadlines for resolution

* Excellent customer service skills to solve problems quickly, efficiently and in a manner that leaves the customer happy with the end result

* Strong verbal communication and ability to describe a solution in a way that a non-technical person can understand.

* Excellent writing skills are also important in this role, which may require the preparation of instructions via writing for customers and employees, as well as for online chat boxes

* Ability to work in a fast paced, collaborative team environment

* Self-motivated, driven and results oriented

* Must have patience and the ability to deal with difficult, complex and escalated customer situations

* Empathy, positivity, self-control and patience

* Comfortable working in and assisting others within a variety of systems and software platforms

* Able to actively listen to end users to understand the problem they are describing and know what questions to ask to identify the problem