What are the responsibilities and job description for the Customer Support Specialist position at Axway Software SA?
Overview
We are currently seeking a Customer Support Specialist to join a subsidiary of 74Software!
Our customers are the core to our definition of success and therefore how we engage and assist with their experience is a crucial aspect to our success as a company! Our Customer Support team is B2B focused and is in place to help us provide the best possible experience to every customer who interacts with us. The customer support specialist will bridge the gap between what our customers need and what we're delivering — helping us to not only meet but also exceed their expectations.
As a Customer Support Specialist, you will serve as an expert on the function and use of specific products and guide customers through complex questions or issues. You will process complaints and issues related to our products and services and play a vital role in enhancing customer experience by assisting in resolving said complaints, making recommendations, providing information about the company's products and services and frequently providing necessary technical assistance. You will be responsible for guiding product users through features and functionalities. To be successful in the role of a customer support specialist, you should be an excellent communicator who's able to earn our clients' trust. You should also be familiar with help desk software.
This position follows a hybrid work model, requiring two in-office days per week. Candidates must be located in Georgia or Arizona to be eligible.
Responsibilities
- Offer customer support to end users/dealers across our dashboard and mobile app product Handle inbound and outbound calls and emails to ensure customer satisfaction by resolving issues Log calls and resolution processes
- Escalate issues that cannot be resolved with customer interactions to the appropriate CS team member Propose improvements to automation and exploring opportunities to reduce email and phone enquiries
- Provide dealer training or re-training on calls accordingly
- Research and troubleshoot client technical issues — including but not limited to: o Hard resets, i.e. power on/off device o Application access/closeout o Backend password reset
Qualifications
- Good knowledge of mobile operating systems: Android and iOS
- Experience using help desk software and remote support tools
- Understanding of how to troubleshoot hardware and software issues Ability to conduct research to stay on top of software and hardware trends VolP knowledge
- High School Diploma
- A minimum of 2-3 years previous customer service and support experience
- Experience providing technical-oriented customer service Customer facing/business to business experience
Preferred Experience:
- Experience of automotive/equipment funding or auto dealerships operations Understanding of how CRM systems work
- Fluency in languages, Spanish, Portuguese, German, French
- Associates or Bachelors in related field OR equivalent certification
Competencies:
- Excellent communication skills — verbal and written o Strong phone presence and engagement is imperative
- Customer oriented, enthusiastic, courteous, patient and motivated to take charge of customer engagement, service provision and incident resolution
- Demonstrate a willingness to learn
- Must be a team player but also work on your own initiative
- Ability to work in fast paced environment
- C2 - Restricted use
- Ability to multitask
- Excellent problem solving skills
Company Overview:
Sopra Banking Software is the partner of choice for more than 1,500 financial institutions worldwide. The rich variety of our software, the strength of our conviction and our passion for innovation enable us to support our clients on a daily basis and in their projects, as well as in their goals regarding financial inclusion.
Our customers, based in over 80 countries around the world, benefit every day from our technologies and software, as well as the expertise of our 5,000 employees.
Sopra Banking Software is a subsidiary of 74Software, home for leading brands with mission-critical enterprise applications and infrastructure software serving a growing range of markets and geographies – each with their own identities and value propositions. Learn more about 74Software https://www.74software.com/.
For more information on Sopra Banking Software, follow us on Linkedln, Twitter & Instagram or visit www.soprabanking.com
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