Technical Support Representative

1 week ago

Cary, North Carolina, United States e-EMPHASYS TECHNOLOGIES INC Full time
Job Overview

About Our Company

e-EMPHASYS TECHNOLOGIES INC is a prominent provider of ERP software solutions tailored for dealers and rental firms in the heavy equipment sector. Our expertise spans across various industries including construction, mining, forestry, material handling, and agriculture. We strive to be the leading ERP authority in our field and a reliable IT partner for all dealers and rental organizations. With a workforce exceeding 750 employees and a presence across four continents, we serve clients in over 20 countries. Our privately held company is headquartered in Cary, NC, and we are on the lookout for skilled professionals to join our team and enhance our North American operations for both on-premises and fully cloud-based ERP solutions.

Why Choose e-EMPHASYS?

At e-EMPHASYS, we don’t merely provide technology; we facilitate transformations that yield significant societal advantages, such as constructing homes, developing essential infrastructure, and ensuring the supply of vital goods. Our mission is to empower the world to function seamlessly. With over 60 years of combined experience and two leading software suites, we are poised to drive the market forward. This is an exciting opportunity to be part of e-EMPHASYS – join us

Position Summary

The Customer Support Representative will play a crucial role in delivering functional and product-level assistance for our top-tier ERP and other business applications across North America. This position is integral to our headquarters team, ensuring that customers who submit support tickets enjoy a positive experience while their inquiries are addressed. As the Customer Support Representative gains experience, there will be opportunities for leadership and mentoring. This role adheres to our established support processes and is accountable for meeting defined Key Performance Indicators (KPIs).

Key Responsibilities

  • Manage and resolve application support incidents reported by customers.
  • Deliver exceptional and consistent customer service.
  • Prioritize support incidents and perform system troubleshooting promptly.
  • Ensure support cases are managed in alignment with service level agreements and business objectives.
  • Collaborate with internal global product and technology teams to resolve customer issues and provide feedback based on support cases.
  • Continuously enhance knowledge of application features and functionalities to provide relevant solutions to customer inquiries.
  • Maintain professionalism while addressing escalated issues and take proactive measures to prevent recurrence.
  • Work in designated support shifts as determined by the Support Manager.
  • Operate independently as well as collaboratively within a team environment.

Qualifications

  • Bachelor's Degree.
  • 2-3 years of experience in customer support within a call center setting.
  • Strong technical proficiency.
  • Familiarity with support ticketing systems.
  • Excellent verbal and written communication skills.
  • Outstanding organizational abilities and individual productivity.
  • Strong analytical, critical thinking, and problem-solving skills.
  • Ability to work effectively as part of a global team.
  • Exceptional interpersonal and mediation skills.

e-EMPHASYS TECHNOLOGIES INC is an Equal Opportunity Employer.

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