CUSTOMER SUPPORT SPECIALIST

Job Summary: Responsible for processing Customer orders, including telephone, mail, fax, and Internet, as assigned, and responding to Customer order and product support inquiries via these channels. Handles basic and advanced technical support questions, involving senior team members as needed. Provides direct support for multiple online platforms, including PARiConnect, SDS and InVista. After 4:30 PM, is responsible for ensuring team meets 6 PM order processing/email response commitment on a daily basis and serves as the first point of contact for providing direct support to other staff via Teams channels, routing more complicated issues to appropriate team members as needed. Supervisory Responsibilities: May occasionally be asked to assist in training new hires through call/screen sharing and presenting on specific topics. Monitors and provides feedback on evening shift, recommending additional training as needed. Essential Functions of this position include, but are not limited to: 1. Handles incoming Customer phone calls, e-mails, and Dialpad chats promptly and efficiently according to established Customer-sensitive departmental procedures, with a focus on providing world-class service. Escalates advanced support calls to pertinent staff. Works closely with Vice President of Customer Support and CS Operations and Training Manager to ensure there is sufficient phone coverage during working hours (8:00 am-6:30 pm). 2. Process incoming fax, web and email orders, ensuring that all orders are processed and shipped the same day they are received. Minimize invoicing errors by maintaining attention to detail and accuracy and reporting when additional training is needed. May be asked to document problem orders, and process credits. Work to maintain accurate customer/contact data, collecting and updating pertinent Customer information including Customer e-mail addresses. 3. Monitors, assigns and responds to incoming customer emails, ensuring all emails are handled within our defined time commitments and meet our quality standards to ensure high levels of customer satisfaction. 4. Provides support related to PARiConnect, including registration and qualification procedures, supervisor changes, adding/removing uses, and navigation assistance. Actively promote PARiConnect platform to customers with the goal of registering new customers as often as possible. 5. Provides support for InVista platform to both customers and candidates. Responsible for assisting candidates with accessing the system and troubleshooting technical issues; assisting customers with use of the platform and communicating information between customers and relevant internal staff. 6. Well versed in technical Support procedures to enable software and counter use installation, as well as digital downloads of software and e-manuals. Work to limit transfer of calls/emails for more complicated issues, while using those as opportunities to learn new procedures and products. May be asked to assist in testing and documentation of various issues, platforms and databases. 7. After 4:30 PM, monitors and responds to questions from other team members via Teams chat, providing direct assistance or accepting escalated issues, while routing to appropriate team members . Ensures that order and email related customer commitments are met on a daily basis. Notifies Customer Support Manager or VP of Customer Support of issues impacting our service in the evening hours. 8. Additional responsibilities may include but are not limited to: Convention planning/attendance and booth staffing, webinar assistance and presentations, testing of platforms and systems, documenting meeting minutes or creating meeting agendas, recording/activating phone messages, SDS Support, UPP assistance, and redaction of credit cards from orders.

Required Skills/Abilities: • Good telephone skills and willingness to provide telephone coverage and excellent Customer support. Strong verbal and written communication skills are essential, as position requires extensive telephone coverage, email, and chat communication. • Must possess tact and patience in dealing with Customer complaints. • Able to work 40 hours a week and in office most days. • Able to effectively multi-task for most of an 8 hour work day. • Able to stay on task without constant supervision throughout the work day. Education and Experience: • Bachelor’s degree in Psychology or related field preferred. • Good computational skills and strong attention to detail. • Experience in customer-facing roles a plus. Physical Requirements: • Talking. Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. • Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound. • Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. • The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication parts at distances close to the eyes.