Senior Customer Support Specialist

2 weeks ago


Farmers Branch, United States Eagle Metal Products, LLC Full time

The Senior Customer Support Specialist will complete routine customer software support services work, including review and training of others.

Requirements

Supervisory Responsibilities:

• Assists in coordinating the work and schedule of Customer Support staff.

• Provides training and mentoring as needed.

Duties/Responsibilities:

• Interacts with customers via telephone, email, online chat, or in person to provide support and information on an assigned product or service, primarily truss and component manufacturing software.

• Ensures that appropriate actions are taken to resolve customers' problems and concerns.

• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.

• Uses knowledge of a specific software product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.

• Assist other support specialists with complex issues.

• Assist with software testing and requirements, as needed

• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent written and verbal communication skills.

• Excellent analytical and problem-solving skills.

• Extensive technical knowledge of component manufacturing operations.

• Proficient in Microsoft Office Suite or similar software.

• Proficiency with/ability to learn proprietary component manufacturing design software suit

• Possess a Warrior's Spirit and a Servant's Heart

Education and Experience:

• Bachelor's degree in preferred.

• At least five years of related experience required.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds at times.

• Travel as required



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