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Customer Portal

2 months ago

Blank, United States Catapult Solutions Group Full time
Job DescriptionJob Description

Customer Portal & CRM Support Rep II

Location:

Fully Remote (within 3 hours of specified locations)

Dallas/Ft.Worth/Allen/Austin, TX

Monet/Springfield, MO

Louisville, KY/ Clark County, IN

Waterloo/Cedar Falls, IA

Role Type:

12 Month Contract

About Our Client

Our client is a leader in providing digital transformation solutions for community banks and credit unions, enhancing user experiences in digital banking and payments. They are paving the way for the future of finance, and they need dedicated individuals to join their team in delivering cutting-edge technology solutions.

Job Description

As a Customer Portal & CRM Support Rep II, you will provide first and second level support to internal and external users of company systems. You will handle upwards of 20 basic to moderately-complex cases per day, investigating technical issues, performing tasks like password resets, user setup, and document identification. Successful candidates will be dedicated, resilient, and conscientious, with the ability to learn detailed system and process information and contribute to the team with their growing system knowledge.

Duties and Responsibilities

- Provides timely support by assessing, researching and resolving customers' issues.

- Maintains a strong level of professionalism, establishes a positive rapport with customers via call, chat, and case.

- Troubleshoots and investigates possible system anomalies, understanding if it is ‘working as designed' or a bug.

- Escalates complex customer inquiries and system issues for resolution to the level III support representative.

- Documents details of the customer issue in a case.

- Documents support instructions for team-wide use in a database.

- Updates customer support cases, determines the correct support queue for submission and resolution as needed.

- Maintains expected company-wide support metrics regarding response and resolution times.

- Supports system software development with testing activities as assigned.

- Completes special projects (data review, data updates, housekeeping) as assigned.

- May perform other duties as assigned.

Required Experience/Skills

- Minimum of 3 years of experience in a support role or related field.

- Able to learn and navigate the details of moderately complex systems, tools and processes.

- Able to ask probing questions to get to the root of a customer's inquiry.

- Able to contact and build rapport with various technical teams for investigation support as needed.

- Able to work on routine tasks consistently and efficiently.

- Able to apply acquired job skills and company policies and procedures to complete assigned tasks.

- Strong verbal communication and customer relations skills. Strong written communication skills.

- Able to document processes and instructions into steps (KCS or Knowledge-Centered Service).

- Reliable, able to complete solo tasks and meet deadlines.

- Should have intermediate Microsoft Excel skills like filter/sort, copy/paste and basic formulas for special projects as assigned.

Nice-to-Haves

- Some college preferred.

Education:

Some college preferred

Pay & Benefits Summary

Remote Work: Fully remote position, with very occasional travel to corporate headquarters

Work Hours: 9am – 6pm CT

Apply Now and join a dynamic team at the forefront of digital transformation in banking