What are the responsibilities and job description for the Customer Service Representative - Level 2 position at Quantilus Innovation Inc?
Job Description
Established SaaS company needs a Level 3 Customer Service Representative to be the last line of escalation in Customer Service before the technical issue goes to the development team. Will train and support L1 / L2 CSRs, update knowledgebase and help system, help lead client product implementations, load data into new customer databases using SQL, run product meetings and more. No supervisory responsibilities.
Requirements
Degree in Library Science or related major
3-5 years' library with technical support in a multi-branch library system
Experience conducting remote customer training
Heavy analytical skills with data / logs, SQL queries, reading log files, but not a coding role
Must have Microsoft Office, Teams, and Jira
Technical writing and Jira administration
Solve difficult problems with creative solutions
Organized with effective time management
Benefits
EMPLOYEE BENEFITS
All health benefits have a beginning of next month waiting period - if hire date is 3 / 15 / 19,
employee is eligible for benefits 4 / 1 / 19
MEDICAL
Selection of plans through Blue Shield, Kaiser (PPO, HMO) - for employees out of CA, only Blue
Shield is available
- Employer pays 90% of employee premium (of lowest priced plan)
- Employer pays 80 % of dependents premium (of lowest priced plan)
DENTAL, VISION, VOLUNTARY TERM LIFE
Selection of plans for dental, vision
Employee pays 100% of premiums (employee and dependents)
COMPANY GROUP TERM LIFE INSURANCE / LONG TERM DISABILITY
Employer pays 100% of premiums
FSA (Flexible Spending Plan)
401k PLAN
The Company maintains a tax deferred 401(k) retirement plan. Eligible employees may enroll on the
first day of each month after date of hire
The company matches 100% of employee contribution per pay period (max $100 / pay period, $2,400
annually)
VACATION, SICK LEAVE, HOLIDAYS
Vacation accrues as follows :
Holidays : 8 days / year - New Year's Day, President's Day, Memorial Day, Independence Day, Labor Day,
Thanksgiving
Day, Friday after Thanksgiving, Christmas Day
BONUSES
All bonuses are discretionary and determined by CEO / President Learn More
Salary : $2,400 - $250,000
