This position is
primarily responsible for responding and assisting our customers request for
assistance and guidance with our software products and services using technical
troubleshooting skills. It is important
that the highest level of client satisfaction is achieved through prompt and
complete resolution of customer issues and accurate and timely assistance is
delivered. Responsible for
maintaining a competitive edge by knowing CentralSquare software, industry rules,
regulations and competitors. As a representative
of the company to our customers, it is expected to portray a positive and
professional image of the company at all times.
Some travel is required for this position.
ESSENTIAL FUNCTIONS
•
Receives, researches and
answers customer inquiries and requests regarding accounts, products, and
services offered by the company.
•
Remains thoroughly
knowledgeable regarding company product and service offerings.
•
Works with customers to
offer alternatives to seemingly unresolvable problems.
•
Receives and answers inquiries
from departments regarding customer service issues.
•
Works with peers, superiors
and subordinates as well as other departments to ensure that customer issues,
inquiries and requests are appropriately responded to and/or resolved.
•
Follows-up on customer
inquiries and researches the problem(s) to assure that there is a satisfactory
closure.
•
Ensures accurate customer
and call information is entered into the CRM (Customer Relations Management)
software.
•
Documents accurate records
of the customer problem and resolution into the CRM software.
•
Monitors, evaluates and
presents solutions to potential problem areas.
•
Identifies needs and makes
recommendations regarding revisions to current customer support policies and
procedures.
•
Remains current on company and
department changes in policies and procedures.
•
Assures compliance with
existing department and company policies, procedures and practices.
•
Identifies and presents
training needs to supervisor.
•
Participates in inter and
intra department meetings in order to maintain open channels of communications
between individuals and departments.
•
Participates in the 24/7
pager support.
•
Attends educational seminars
as required.
•
Able to continually pass
background check requirements for working on and connecting to public safety
information systems.
•
Adheres to and promotes CentralSquare Core Values; Bold Vision, Ownership in Action, Honoring Commitments.
•
Other responsibilities as
required.
REQUIREMENTS
• An associate’s degree in a related field or 3-5 years of experience in PC help desk environment or technical environment.
• Must have extensive knowledge of commonly used concepts, practices and procedures of windows based computer software and hardware.
• Experience in the public safety industry/EMS is helpful, but not required.
• First-rate interpersonal skills, positive client service skills, problem-solving skills and writing skills necessary.
• Be a self-starter and able to work independently as well as part of a team
• Must be able to demonstrate, on a continuing basis, excellent verbal and written communications skills.
• Must possess demonstrated analytical and organizational skills.
• Must possess demonstrated telephone etiquette.