This position will work cross functionally to effectively resolve any service-related issues, while balancing both the needs of the customer and the business. Support service recovery initiatives through three focus areas: research, service, and operations. This is contract to hire position that requires the person to be onsite. Ideal candidates must be able and willing to work a Monday through Friday 8-5pm schedule.

Day to Day Responsibilities:

Effectively, research, analyze and resolve customer issues via multiple work queues in a courteous and timely manner.

Analyze customer complaints and provide appropriate corrective actions.

Serve as liaison between customer support team, management, and customer to improve customer service and business productivity.

Identify opportunities for improvement and work cross functionally to enhance business processes and work environment.

Assists in the development, testing, and communication of operational policies and procedures.

Develop customer service programs and strategies to provide outstanding service.

Prepare documentation and reports on routine customer correspondence for future reference purpose.

Assist in training and mentoring peers on improving customer support service.

Maintain satisfactory key performance metrics.

All other duties as assigned.

Preferred Qualifications:

3-5 years minimum experience in advance customer support on a Tier 2 level.

Experience as an Escalations Specialist a MUST

Relationship management experience

4 year degree in business, management or related field, preferred.

Strong verbal and written communications and interpersonal skills

Customer focused with the ability to work effectively and professionally with customers.

Problem solving skills, resourceful and effective in making decisions with strong attention to detail.

Ability to work independently in high stress environment, managing stress in a professional manner and without disruption to the operation, employees, or customers.