Customer Support- Tier 1

2 months ago

Minnetonka, United States Old Republic Full time
Job Description:

SUMMARY:

Provide operational assistance for customers through customer contact, daily troubleshooting, documentation, and resolution of issues with a high degree of problem closure on first contact.

*Position located in Minnetonka and only local candidates would be considered.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Provide support services using internal and external applications
  • Troubleshoot issues daily for customer issues
  • Escalate issues based on business impact and service level agreement (SLA) requirements
  • Thoroughly document incident activities
  • Have an understanding of basic support service concepts and be able to identify the differences among events as incident or problem
  • Escalate and coordinate communication across functional groups
  • Ability to understand XML structure
  • Provide a high level of customer satisfaction
  • Act as a first point of contact for business operation
EXPERTISE:
  • Entry-level position for individuals with the aptitude, educational background, or related work experience to begin a career in Customer Support.
EXPERIENCE:
  • Typically has 0-2 years of relevant work experience.
TECHNICAL SKILLS:
  • Proficient in navigating computers and browsers to manage digital tasks and accessing online resources
  • Proficient in Microsoft Windows and Office suite (Outlook, Word, Excel, Teams, etc.)
  • Ability to grasp and follow processes and concepts to interpret and apply information effectively.
  • Maintain detailed understanding of business operations, workflow, and procedures for supported business functions.
  • Typing skills: 40-50 wpm
  • Ability to operate scanner, printer, fax machine, phone.
  • Experience with Salesforce or another CRM system is preferred but not required.
  • Knowledge of XML is a plus.
KNOWLEDGE/SKILLS/EXPERIENCE REQUIRED:

Educational Requirements:
  • Recent graduate of a related degree or certification program; or a demonstrable skill, aptitude or ability; or some prior, related work experience resulting in the ability to fulfill the entry-level responsibilities of the position.
Communication and Interpersonal skills:
  • Excellent interpersonal and customer service skills.
  • Ability to prioritize and handle multiple projects and prioritize effectively.
  • Strong attention to detail and organizational skills.
  • At a minimum, the ability to work an identified shift between the hours of 7:00 a.m. to 7:00 p.m., Monday through Friday.
  • Consistent attendance is required, which may include attendance at after-hour company events.
  • Ability to accept supervision.
  • Ability to foster, develop and maintain professional and collaborative working relationships. Must be able to get along with others, i.e., peers, supervisors, outside customers, and vendors.
  • Ability to interact effectively and professionally with all levels of management, employees and customers by email, phone, video conferences and in person.
  • Must be a personable, positive, and professional representative of the company.
  • Ability to work overtime as requested and approved by supervisor.
  • Perform other duties as assigned by supervisor.
PHYSICAL/MENTAL DEMANDS:
  • Proactive problem solver with a strategic mindset that is capable of critical thinking.
  • Able to follow instructions given both in writing and verbally to complete tasks accurately
  • Ability to work with confidential information.
  • Must be flexible with a can-do attitude and can remain professional under high pressure situations.
  • Ability to change tasks quickly and proficiently.
  • Demonstrate a strong aptitude for quickly learning new applications and tools with training.
  • Ability to work in an office setting five days a week.
  • Repetitive and continual keyboard activity and interaction


Sedentary work: The majority of activity in this position involves sedentary work including sitting, standing, walking and the occasional need to lift or move objects.

#LI-MB1

We offer a competitive salary, and an excellent benefit package including health, life, and disability insurance; paid time off; and retirement plans

Note: If you currently are employed by Old Republic Title (or one of its wholly owned affiliated companies) please get in touch with your human resources representative regarding the application process.

For California applicants, please click the following link to view our CCPA Applicant Notice

Old Republic Title is an Equal Opportunity Employer

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