What are the responsibilities and job description for the Customer Success and Systems Specialist position at Apex Logic?
Do you find yourself reorganizing processes at the DMV while you wait in line? So do we.
After early success in the commercial space, Apex Logic focused on overhauling one of the most rigorous business processes around, government procurement. Since its creation, $10 Billion in government contract spending moves through the Symphony Procurement Suite annually, our intuitive cloud-based procurement environment that provides easier collaboration, workflow automation, and all within an open system to allow seamless integration.
As a growing company committed to diversity of thought, our people are our greatest asset.
Job Description
Apex Logic is looking for a talented and self-motivated Customer Success and Systems Specialist, with a strong track record of making good independent decisions, yet knowing when to engage which functional expert. You are articulate, dedicated, and detail-oriented.You enjoy learning new technical software products and getting things done. You understand the basics of software-as-a-service (SAAS) products and are knowledgeable in or interested in learning more about Government contracting processes. Our Customer Success and Systems Specialist helps resolve service issues, identifies service opportunities, and informs the Apex team of key developments that may require escalation to more specialized resources.
Responsibilities:
- Perform independently to resolve general customer issues
- Work with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner translating to a positive customer experience
- Answer and track inbound calls and emails
- Manage open cases in CRM system to resolution in shortest possible timeframe while keeping customers regularly informed of status and anticipated resolution timing
- Ensure proper triage, escalation and effective resolution of higher-level issues, and challenging customer interactions through escalation to Subject Matter Experts
- Build and maintain effective business relationships with all internal and external team members
- Identify, document, and report bugs, errors, and other issues with software applications
- Analyze and identify all issues in requirements and design and assist to provide resolution
- Responsible for meeting and or exceeding established Key Performance Indicator metrics as defined by management
- Work on and own special projects as needed
Requirements:
- Demonstrated passion for customer service with a positive attitude for all internal and external stakeholders
- Demonstrated ability to maintain a professional demeanor and courteous phone etiquette
- Demonstrated strong problem-solving capabilities with excellent written and verbal communications
- Ability to organize, multi-task, and prioritize effectively
- Ability to maintain client and company confidentiality
- College Degree
- Experience with Jira and Freshdesk a plus
- Ability to work independently to support East Coast and occasional evening and weekend responsibilities
Benefits include medical, dental, vision, paid time off, life insurance, and holidays.
As a part of our core values, we ensure a diverse and inclusive workforce. We welcome and celebrate people of all backgrounds, experiences, skills, and perspectives. Apex Logic, Inc. is an Equal Opportunity Employer (M/F/V/D).