CMAX

Customer Care & Support Specialist

US-VA-McLean
Req No.
2017-7795
Type
Direct Hire

Overview

Corcentric, a leading provider of cloud-based solutions to address financial process automation, is seeking a Customer Care Specialist (CCS) to support our customer’s production issues leveraging Corcentric products and services. The individual will provide process, software and integration support to Corcentric clients by researching, troubleshooting and answering questions via email and telephone. Additionally, this individual will work with other centers of excellence within Corcentric to achieve resolutions and/or build the knowledge base as needed.

Responsibilities

Answer product and/or process related questions posed by the customer base via email or phone call

· Troubleshoot reported issues, develop a resolution plan and guide customer through corrective steps

· Provide frequent updates to customer regarding issue resolution status based on defined Service Level Agreements (SLAs)

· Follow up on tickets at pre-defined intervals until resolved

· Provide workarounds in the event permanent resolutions will take extended periods of time

· Work with other departments to resolve customer issues that require a higher level of subject matter expertise while maintaining ownership throughout the resolution process

· Update and maintain the Knowledge Base as new programs and platforms are introduced

· Maintain a professional and helpful demeanor throughout resolution process

· Identify problems or trends and recommend changes to improve personal and team performance

· Become knowledgeable on Corcentric’s product and service offerings via internal training efforts and working closely with product experts

· Continually upgrade skills and product knowledge to keep abreast of changing features and functionality

· Act as a liaison between customers and technical escalation teams

Qualifications

  • Bachelor’s Business/Information Systems degree or related field
  • 3 to 5 years of enterprise software support experience troubleshooting issues and providing solutions to an externally facing customer base
  • Ability to understand complex web applications requiring a broad range of troubleshooting skills related to software functionality, database management, data analysis, and operating system configuration
  • Demonstrated problems solving, analytic, and troubleshooting skills
  • Ability to communicate effectively with internal development teams and customer representatives
  • Ability to multi-task and manage several open tickets/issues/requests at any given time
  • Good organizational skills with the ability to properly document and track information
  • Ability to work with Management to resolve problems that requires further escalation
  • Ability to make satisfying customers a priority: to be polite and courteous to all customers and able to handle difficult customers with respect
  • Solid understanding of Microsoft operating systems and products (e.g., Excel, Word, Access)
  • Strong written and oral communication skills
  • Experience with online ticket management systems and system workflows

Desired Qualifications

  • Accounting experience is a plus (Accounts Receivable/Accounts Payable)
  • Zendesk Case Management experience
  • Database, FTP, XML, or EDI experience
  • Bi-lingual (Spanish and English) capabilities

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