Customer Support Specialist
4 weeks ago
Job Summary
We are seeking a highly skilled Customer Support Specialist to join our team at Perseus Operating Group. As a key member of our support team, you will play a pivotal role in ensuring our clients receive exceptional support and assistance with our software products.
Key Responsibilities
- Serve as the initial point of contact for customer inquiries via tickets opened on our customer portal
- Diagnose and troubleshoot technical issues in our software solutions
- Escalate complex or unresolved issues to the next level of support or other relevant teams while ensuring timely follow-up and resolution
- Maintain accurate records of customer interactions, issues, and resolutions using our CRM system
- Reproduce issues reported by customers in a test environment and be able to write up step-by-step reproduction scenarios
- Contribute to the development and maintenance of comprehensive support documentation, including FAQs and knowledge base articles
Requirements
- Experience in a customer support role, preferably associated with mission-critical business computer systems
- Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts in a clear and concise manner
- Ability to grasp complicated business processes and relate them to our applications
- Analytical approach to requirements gathering and problem-solving
- Ability to learn our software
- Working knowledge of Microsoft Word, Excel, PowerPoint, Outlook
Preferred Qualifications
- Direct work experience for a manufacturing company in one or more of the following: Customer Service, Supply Chain Management, Sales & Operational Planning, Logistics, Manufacturing, or Warehousing and Shipping
- Knowledge of the pulp and paper industry
- Willingness to travel to customer facilities to work directly with customers
- Associate or bachelor's degree
- Experience maintaining systems used in a 24x7 manufacturing or logistics environment
- Technical support experience
- Basic SQL skills
What We Offer
We offer a competitive base salary, bonus potential, and a comprehensive benefits package. Our company provides a minimum of 10 days of vacation for new employees, sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.
We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees.
We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.
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