What are the responsibilities and job description for the Application Support Rep position at Computers Unlimited?
Job Summary: The application support rep will work directly with our customers who use our software products to fully understand the issue or request, research alternatives and provide resolutions. Successful application support reps will have exceptional customer service & communication skills, be resourceful and have a strong tenacity to solve problems. This is an exempt position reporting into the manager of the applicable support services group.
Responsibilities & Duties:
- Application support reps are typically assigned to support one workflow or product line – for example, accounting, credit cards, inventory, or mobile. The current opening is for credit card support.
- Troubleshoot software issues and work with customers who submit a question or issue via phone or email support system.
- Research possible solutions and alternatives based on individual customer workflows, modules and business structure.
- Collaborate and work within cross-functional CU team to ensure customer requests are handled appropriately and in a timely manner, providing as much information as possible to help correct issues and find long-term solutions and/or prevention.
- Enter issues into tracking database for call tracking and reporting.
- Manage customer relationships emphasizing a philosophy of service, quality and professionalism.
- Proactively search for ways to streamline process to best serve CU and our customers.
- Continually improve knowledge of our software (TIMS) through internal training classes as well as individual reading and research.
- Assist with the successful execution of the annual users group conference. Will attend/participate, and may present and/or assist with development of presentations.
- This position has no supervisory responsibilities.
Required skills & abilities:
- All Computers Unlimited employees are expected to treat others with respect, maintain good relationships with employees and customers, and uphold high ethical standards of honesty, integrity, and reliability. Employees are expected to follow security and confidentiality standards.
- Exceptional customer service skills.
- Excellent communication skills – both written and verbal, with strong listening skills.
- Ability to analyze a situation, search for solutions, and solve problems using logical and intuitive thinking.
- Excellent organizational skills with attention to detail, accuracy, and thoroughness.
- Ability to work independently, prioritize tasks and handle competing deadlines. Able to thrive in stressful situation while maintaining positive relationships.
- Willing to accept challenges and additional responsibilities.
Education & Experience:
- Bachelor’s degree in business, accounting, information systems or related field strongly preferred.
- Minimum two years in customer relations, support, software testing, or accounting experience.
Travel/Working Conditions This position will be in office at our Billings, Montana location.
