Customer Service Agent

2 months ago

Gaithersburg, United States EMP Trust Solutions, LLC Full time

We are actively seeking a solutionsoriented Software Support Specialist (Agent) to join our team You will be directly responsible providing functional customer support through various mediums such as phone email and online chat. This role is a great opportunity for anyone interested in joining a fastpaced culture and growth within an organization.


EMP Trust HR is a leading provider of Human Capital Software on SaaS platform and provides solutions for talent management onboarding and related solutions and provides a flexible work environment with opportunities to grow your career. We support Fortune 500 companies Small and Large Enterprises State and local agencies and provide a dynamic fun work environment.

Here’s what you’ll be doing:

  • Provide timely professional and accurate responses to customers who submit inquiries via phone email or chat
  • Support customers and end clients on answering questions track issues or problem reports into our IT helpdesk tool and coordinate with technical and sales support teams
  • Enter all correspondence and necessary information for problem resolution into our helpdesk tools.
  • Manage and set customer expectations on timely resolutions of open requests.
  • Serve as a customer advocate and interact with internal teams to solve customer issues
  • Support setup of new client accounts and users accounts
  • Collaborate and followup with the product team on cases that require escalation
  • Inform customers of critical issues and system updates

Here’s what you’ll need:

An Associates or Bachelor’s degree preferred. Exceptional candidates with strong educational credentials web / computer knowledge and good communications skills will be considered in lieu of experience. A background in Human Resources or study in HR will be considered an advantage.

  • Around 1 year of experience serving in an external clientfacing role supporting clients via phone or email.12 years of experience using supporting or troubleshooting webbased applications is preferred.
  • 12 years of experience working in a corporate environment supporting a product or software as a service (SaaS) solution
  • Experience with being managed to traditional customer support KPI’s such as response time resolution time and customer satisfaction.
  • Excellent written and verbal communication skills
  • Detailoriented and organized with the ability to prioritize tasks in a deadline sensitive environment
  • Strong technical analytical and troubleshooting skills
  • Must have a technical inclination and a basic understanding of computers internet browsers such as Chrome Firefox or MS Edge and using software on a daily basis.
  • Interest in cloud technology SaaS and Human Resources
  • A passion for delivering exceptional service
  • Ability to thrive in a team environment
  • Creative problemsolving capabilities ownership of issues and excellent organization and followup

Proficiency in MS Excel Word Email Outlook is required

Training: Training will be provided on company’s SaaS software and related help desk tools and components for selected candidates.

Candidates who are selected will be required to complete a background check and drug screening and must be qualified work in the United States without a visa sponsorship. EMP Trust HR uses EVerify for workforce eligibility checks with the Department of Homeland security system.

Education: Bachelors (Preferred)

Work Location: Gaithersburg MD

We provide flexible working arrangements and work hours for employees who have to deal with unexpected family emergencies.

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