Build Your Future with Hyphen While Our Clients Build Homes with Your Support.
We Build a Trusted Homebuilder Network, Unifying the Construction Supply Chain.
GENERAL DESCRIPTION:
The Second Level Customer Care Representative is responsible for researching and resolving customer issues, including those issues escalated from First Level Representatives and critical or high-priority issues. Second Level Representatives act as Subject Matter Experts for Hyphen applications and assist First Level Representatives, clients, and other Hyphen personnel in investigating and resolving a wide variety of issues. Hyphen application expertise and SQL knowledge are required to resolve issues within service level agreements.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Become subject matter expert in all our software applications • Responsible for becoming the subject matter expert for integration, responsible for any integration issues that arise and work with integration support to get them resolved • Utilize SQL knowledge and application expertise to answer escalated questions from 1st level • Utilize SQL knowledge and application expertise for internal reporting and projects as needed • Write SQL statements to research and correct data issues • Gather customer ad-hoc requirements for information, utilize SQL to gather results and present results back to customer in a professional manner • Escalate issues, as appropriate, to 3rd level support or management • Assist customer care in achieving service level agreements and act as a resource for customer care to achieve this requirement • Answer questions via telephone and email for customers requesting assistance with support • Deliver On-Line training to customers via phone/internet • Proactively identify, monitor, and follow up with users having difficulty with the applications • Document issues and resolutions and record all activity and communications regarding issues • Follow up with Clients to keep them informed of the status of resolved and unresolved issues • Adhere to internal policies and procedures and recommend improvements, when needed, to provide consistent and exemplary customer service • Manage time appropriately to handle multiple open calls, call backs from escalation partners and follow-up with Clients in a thorough and timely manner • Communicating openly, honestly and constructively • Treat all employees and Clients with dignity, respect and courtesy • Take responsibility to resolve concerns and issues with the team, other departments, and with Clients • Assist in training 2nd level customer care Representatives • Able to maintain schedule as provided by management • Other duties as assigned
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty as described above satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Bachelor's degree is required • A degree in Computer Science, Information Management or Information Technology preferred • Minimum of two years experience in a customer support role at a software company preferred • Strong problem resolution skills • Prior applicable experience in a software support environment while rapidly learning new technologies is preferred • Knowledge of Microsoft Office Suite (2013/365), HTML, Windows 7/8/10, Wireless handheld devices (tablet/iOS/Android) preferred • Excellent presentation and communication skills (verbal and written) • Must be goal oriented and work independently but also work well in a team environment • Must be highly organized with ability to prioritize tasks and manage time accordingly • Must have excellent phone manner and presence • Ability to work as part of a team, yet be a self-starter • Strong communication, reasoning, and logic skills • Must be able to work with all levels of customer and Hyphen personnel • Must be able to handle multiple tasks and adapt to a fast-paced changing environment • Homebuilding/Construction experience or industry knowledge desired
PHYSICAL REQUIREMENTS:
• On-Call rotation required • Must have internet access