Customer Support Specialist

2 months ago

Rock Hill, United States Cimplx Full time
Description

Cimplx is a specialized technology firm focused in Human Capital Management and the Affordable Care Act (ACA). The Cimplx ACA suite of products assists clients with maintaining ACA compliance and reporting requirements to the IRS. Located in downtown Rock Hill, we are an energetic company looking for future team members who enjoy a fast-paced, fun work environment. Cimplx is looking for a Customer Support Specialist to assist throughout our busiest season. Working alongside the Product Owner, the Customer Support Specialist will help provide Quality Assurance (QA) testing on the Cimplx Reporting Portal, offer excellent customer support to clients, assist with our Data Formatting services and perform other support related tasks as needed. The ideal candidate has an outgoing personality, the ability to problem-solve, and a willingness to learn. Training on ACA regulations and software requirements is provided, but this position is most ideal for those who are able to independently research information within provided resources.

Job Duties
  • General Client Support
  • Answer inbound chats, calls and respond to emails
  • Assist clients with general questions around completing their ACA filing to the IRS (on site job training provided)
  • Research required information using available resources
  • Provide general and technical support with navigating clients through the Reporting Portal
  • Providing technical support through our LiveChat web based software
  • Manage and resolve customer complaints while identifying and escalating priority issues
  • Follow up on customer calls where necessary
  • Obtain data from clients in various reports and compile/format into required Excel templates
  • Use intermediate Excel skills to format data as quickly and accurately as possible
  • Work with IT Support to identify, report, and resolve any product bugs or issues
  • Assist with QA testing of current products and upcoming updates
  • Special projects as needed
Qualifications
  • Excellent interpersonal, written, and oral communication skills
  • Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome issues
  • Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
  • Ability to work independently
  • Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone
  • Ability to learn and navigate new software quickly
  • Must possess at least intermediate Excel skills - Vlookups and other formulas are heavily utilized in data formatting services

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