What are the responsibilities and job description for the Customer Support Specialist position at mdf commerce?
Location: Hawaii—#LI-Remote
mdf commerce Inc . is an international team of approximately 650 experts who develop a broad set of SaaS solutions to optimize and accelerate commercial interactions of its B2B and B2G customers.
Working in the procurement sector for our Bidnet product, we seek a Customer Support Specialist to join our team.
What will your primary responsibilities look like?
In this role, you will be led to:
- Analyze and resolve tickets based on the service level and escalate issues when required.
- Plan/coordinate and follow through with requests in collaboration with internal teams (sales, analysis, development, support, etc.).
- Monitor and manage the Client Service queue and program-specific inboxes.
- Created and updated customer and organizational management reports.
- Identify possible improvements to processes and applications to team members.
- Document and update processes, procedures, and training materials for continual service improvements to ensure customer satisfaction.
- Responsible for delivering results promptly.
- Maintain client information in the CRM.
- Create Statements of Work (SOWs) in the CRM.
What elements of your professional background will be necessary and helpful in this role?
- Strong analytical and problem-solving skills.
- Ability to multi-task and work under pressure in a dynamic and fast-paced environment.
- Strong attention to detail.
- Focus on customer satisfaction while keeping business context in perspective.
- Dynamic and proactive/demonstrates initiative.
- Excellent organizational skills, including a good sense of priority management, can quickly adapt to change.
- Excellent interpersonal and communication skills, internally and with clients, are required.
- Professional education diploma in IT support or any equivalent high school or college degree.
- 12 to 18 months in a call center and/or application support level 1.
- Experience in the technology sector within a SaaS company or procurement sector is an asset.
- All equivalent education and experience combinations will be considered.
We still have a lot of other things to offer you! : https://www.mdfcommerce.com/web-it-careers-en.jsp
Thank you for being so interested in mdf commerce . However, only selected candidates will be contacted.
mdf commerce subscribes to a program of equity and equality in employment.