Customer Product Support Specialist

3 weeks ago

McKinney, United States EON Applications, Inc. Full time
Job DescriptionJob Description

Customer Service and Product Support Specialist

EON Applications, Inc. is an industry leader of Cloud-based Applicant Tracking and Talent Acquisition software solutions. We develop and market solutions primarily to small to mid-size organizations that serve a wide variety of industries.

As a member of our dedicated team, you will be a main point of customer contact, through a variety of communication methods. Your primary responsibility will be as a knowledgeable resource "guru" that customers can turn to, to provide product support and user training; you will work with both new and existing customers. Additionally, for new customer signup, you will provide assistance with basic system set up and implementation support. It will be your job to ensure a successful rollout of AcquireTM.

While it may seem like we're hiring for a technical position, we really don't see it that way. Technology does come into it, but for this position, it is less about technical ability and more about people skills. If you have experience with using today's business software and technology, we can help you quickly master the many aspects of our flagship product and optional modules, which will be essential in this role. We will teach the technical aspects of the job, but you have to bring your own people skills.

Job Duties

  • Become an AcquireTM software "Guru".
  • Develop an understanding of our customer's processes and standard operating procedures, as it relates to the HR functions within their organization.
  • Provide implementation support and basic system set up of AcquireTM software.
  • Project management and reporting for both internal and external customers.
  • Conduct web based end user training in the use of AcquireTM's software and its modules.
  • Interact with customers, via phone, e-mail, and online desktop sharing tools, to provide responses to inquiries and troubleshoot user issues by evaluating and analyzing the symptoms as it relates to the use of AcquireTM.
  • Document cases and customer interactions using help desk tracking software.
  • Demonstrate responsiveness and sense of urgency in all customer interactions.
  • Research issues by collaborating with other internal resources when a solution is not readily available.
  • Serve as a liaison between the customer and the software development team to resolve issues.

Additional Job Responsibilities

  • Advocate for customers by coordinating and communicating suggestions for software enhancements.
  • Identify, escalate and/or redirect priority issues to others as needed.
  • Stay current with application updates and demonstrate product expertise.
  • Conduct Web-based training programs for customers for groups ranging from one-on-one sessions to 20+ attendees.
  • Liaise with the internal project management, engineering, and systems administration teams.

Skills and Qualifications

  • Bachelor's degree in relevant studies is preferred.
  • Proficiency with MS Office (Word, Excel and PowerPoint).
  • Previous use and knowledge of HRIS, ERP or CRM software a plus
  • Effective communication skills, both written and speaking.
  • Strong time management skills and ability to effectively manage multiple priorities.
  • Strong analytical, problem-solving, and interpersonal skills.
  • Ability to translate customer requirements and processes as applied to AcquireTM's product(s) functionality.
  • Ability to work independently and integrate into a team environment.
  • Ability to lead training with confidence.
  • Experience providing customer support for software applications preferred.
  • Experience conducting training preferred.

Demonstrate the following Skills and Qualifications

  • Proficiency with MS Office (Word, Excel and PowerPoint).
  • Effective communication skills, including listening, writing, and speaking.
  • Strong time management skills and ability to effectively manage multiple priorities.
  • Strong analytical, problem-solving, and interpersonal skills.
  • Ability to translate customer requirements and processes as applied to AcquireTM's product(s) functionality.
  • Ability to work independently and integrate into a team environment.
  • Experience providing customer support for software applications preferred.
  • Experience conducting training for existing customers preferred.
  • Ability to lead training sessions with confidence.

Benefits

  • Competitive wages (based upon experience)
  • PTO (Paid Time Off) and Paid Holidays.
  • Health Ins Allowance
  • Casual and friendly work environment


EQUAL EMPLOYMENT OPPORTUNITY

EON Applications, Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, ancestry, age, disability, marital status, veteran status, or sexual orientation in accordance with applicable federal, state, and local laws governing nondiscrimination in employment in every location in which EON Applications, Inc. has facilities. This policy applies to all terms and conditions of employment, including but not limited to, employment, recruitment, selection, compensation, benefits, training, promotions, demotions, layoffs, terminations, and all other terms and conditions of employment.

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