• Ann Arbor, MI
  • Applications have closed
  • Analytical skill, Documentation, Exceed, Knowledge base, Microsoft Office, Microsoft Windows, Attention to detail, CRM, Communication skills, Customer experience, Customer support, Multitasking, Problem solving, Product support, Professional development, QA, SLA, Salesforce.com, Software, VIA.
  • Contract W2, Contract Independent, Contract Corp-To-Corp, 24 Months.
  • Depends on Experience.

Job Description

  • Experience with customer support activities.
  • Experience with user provisioning activities preferred.
  • Customer Relationship Management tool experience required, SalesForce experience preferred.
  • Professional interpersonal and communication skills, written format is main communication vehicle.
  • Strong problem-solving and analytical skills with strong attention to detail required. Technical proficiency using software; user provisioning and written documentation experienced preferred.
  • Strong initiative and ability to plan and prioritize work efficiently, multi-task, and work well under pressure with minimal direction.
  • Ability to work well with others in team-oriented environment.
  • Personal ownership of professional development.
  • Proficiency in Microsoft Windows, Microsoft Office and expertise with web-based applications.
  • Bachelor’s degree or equivalent work experience required.

Responsibilities and Expectations:

  • Produce superior user provisioning results with customer experience excellence by ensuring the quality and level of user provisioning and support meets or exceeds the customers’ expectations.
  • Assume responsibility for all customer incidents; communicate status and expectations to internal colleagues and escalate as needed to meet or exceed SLAs.
  • Accurately document all support activity in the tracking system within service level agreement (SLA) time frames and according to department guidelines and requirements.
  • Propose improvements to products and processes (via knowledge base articles, support process documentation, support bulletins, etc.).
  • Build productive cross/intra-departmental relationships.
  • Provide basic support coverage for the Product Support tea
  • Customer support to internal colleagues and external customer users
  • Includes work schedule flexibility for off-hours
  • Other activities or responsibilities as required by business needs.

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