Customer Service Representative

4 months ago

Rancho Cucamonga, United States Quantilus Full time
Job Description
Established SaaS company needs a Level 3 Customer Service Representative to be the last line of escalation in Customer Service before the technical issue goes to the development team. Will train and support L1/L2 CSRs, update knowledgebase and help system, help lead client product implementations, load data into new customer databases using SQL, run product meetings and more. No supervisory responsibilities.

Requirements

Degree in Library Science or related major

3-5 years' library with technical support in a multi-branch library system

Experience conducting remote customer training

Heavy analytical skills with data/logs, SQL queries, reading log files, but not a coding role

Must have Microsoft Office, Teams, and Jira

Technical writing and Jira administration

Solve difficult problems with creative solutions

Organized with effective time management

Benefits

EMPLOYEE BENEFITS

All health benefits have a beginning of next month waiting period - if hire date is 3/15/19,

employee is eligible for benefits 4/1/19

MEDICAL

Selection of plans through Blue Shield, Kaiser (PPO, HMO) - for employees out of CA, only Blue

Shield is available
•Employer pays 90% of employee premium (of lowest priced plan)
•Employer pays 80 % of dependents premium (of lowest priced plan)

DENTAL, VISION, VOLUNTARY TERM LIFE

Selection of plans for dental, vision

Employee pays 100% of premiums (employee and dependents)

COMPANY GROUP TERM LIFE INSURANCE/LONG TERM DISABILITY

Employer pays 100% of premiums
•Term Life is 2x annual salary (maximum amount = $250k)

FSA (Flexible Spending Plan)

401k PLAN

The Company maintains a tax deferred 401(k) retirement plan. Eligible employees may enroll on the

first day of each month after date of hire

The company matches 100% of employee contribution per pay period (max $100/pay period, $2,400

annually)

VACATION, SICK LEAVE, HOLIDAYS

Vacation accrues as follows:
•Up to 5 years employment: 80 hours/year
•Over 5 years, up to 15 years employment: 120 hours/year
•Over 15 years of employment: 160 hours/year Sick leave accrues at maximum 6 days/year

Holidays: 8 days/year - New Year's Day, President's Day, Memorial Day, Independence Day, Labor Day,

Thanksgiving

Day, Friday after Thanksgiving, Christmas Day

BONUSES

All bonuses are discretionary and determined by CEO/President

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