Market Application Support Specialist

For over a decade, we have been at the forefront of micro-market innovation, delivering customized solutions that empower operators and delight end-users across North America.

We believe in building lasting partnerships with operators who share our commitment to quality, service, and cutting-edge technology.

Responsibilities:

• Interact with customers via phone, email, live chat, or in person, and provide prompt and courteous assistance.
• Address customer inquiries, concerns, and complaints in a timely and efficient manner to ensure complete customer satisfaction.
• Identify and assess customer needs to provide appropriate solutions or to escalate to the appropriate department when necessary.
• Maintain in-depth knowledge of company products, services, policies, and procedures to provide accurate information and recommendations to customers.
• Act as a liaison between customers and internal teams to facilitate effective communication and problem resolution.
• Follow up with customers to ensure their issues are fully resolved and maintain accurate records of customer interactions.
• Keep ahead of industry trends and developments to anticipate customer needs and provide proactive support and recommendations.
• Collaborate with team members to improve customer service processes, identify areas for improvement, and contribute to overall customer satisfaction goals.
• Participate in shared projects to ensure hardware and software is up to date and working successfully.
• Maintain a regular on-site work schedule Monday through Friday during scheduled hours to provide consistent support for market applications and internal stakeholders.
• Participate in a rotating Saturday remote support schedule shared among all Market Application Support team members to ensure ongoing customer and operational coverage.

Requirements:

• Proven experience in a customer service role, preferably in a fast-paced environment.
• Excellent verbal and written communication skills with a professional and friendly demeanor.
• Strong problem-solving and decision-making skills.
• Ability to handle challenging customer situations with empathy and professionalism.
• Proficiency in using customer service software, CRM systems, and other relevant tools including but not limited to Microsoft Office.
• Good organizational skills with attention to detail.
• Ability to multitask, prioritize, and mange time effectively.
• Flexibility to work in shifts, including evenings, weekends, and holidays if required.
• Positive attitude and a genuine desire to assist and satisfy customers.

Preferred Qualifications:

• BA/BS or equivalent practical experience.
• 2 years Customer Service experience
• 2 years of technical experience 
• Proficiency in using customer service software, CRM systems, and other relevant tools including but not limited to Microsoft Office.