Customer Support Representative I
3 months ago
Customer Support Representative I
Tracking Code 2021036 Job Description
**Overview:** Management Science Associates, Inc., (MSA) is a diversified information management company that for over half a century has given market leaders the competitive edge in data management, analytics and technology. We are seeking an experienced Customer Support Representative I to join the MSA IT/OPS division which has been offering data and insight solutions to the Consumer Package Goods industry since the early 1980s.
**Responsibilities:**
* Answer and evaluate incoming telephone calls, voice mail, email, faxes and internal requests from external and internal customers with distributor data related inquiries while providing excellent customer service.
* Accurately log incoming calls and archive faxes, emails, and other documentation relating to communications with customers using the Contact Management System.
* Research, resolve, and provide follow-up for basic and routine problems with customer data submissions. Escalate more complex problems to a Customer Support Representative II or Senior Customer Support Representative. Notifies Supervisor when an incident or situation may require escalation to a higher level.
* Perform data file edits to correct errors within established guidelines
* Respond to inquiries and resolve issues regarding brand and store matching misalignments
* Attend ongoing training to achieve personal, professional, and technical improvement
Required Skills
* Associates degree in Business Administration, Communications or related field, or equivalent experience. Languages are highly desired, in particular, French and Spanish
* Customer service oriented with ability to maintain good relationships with distributors and clients
* Attention to detail and ability to maintain detailed records of all inbound/outbound communications
* Novice ability to diagnose and solve problems in cooperation with other CSR and CSR II
* Ability to understand the basics of the data factory
* Ability to remain calm in stressful situations
* Takes full ownership and accountability for their work
* Knowledge of Windows operating system and basic knowledge of MS Office applications
* Good communication skills, both written and oral to be able to resolve issues in a prompt and helpful manner
* Organizational, problem solving, and time management skills
* Basic understanding of information technology systems and processes
* Ability to multi-task
* Must be able to work in a fast paced, noisy environment and cope with frequent interruptions
* Occasional overtime will be required
Job Location Pittsburgh, Pennsylvania, United States Position Type Full-Time/Regular ** Apply**
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