Customer Support Representative

Job Description

Provides inbound telephone customer support in a call center environment, determining the nature of customer calls and inquiries. Duties may include processing complaints, filing supply requests, preparing monthly reports, developing customer action plans, responding to and following up on customer requests, reviewing rates, tracking shipments and orders, and preparing operational reports.

Additional responsibilities include distributing mail, filing, faxing, processing forms, typing, auditing documents, and performing data entry. May also be required to answer inbound customer calls on an as-needed basis. Position requires handling, lifting, carrying, and moving boxes, packages, files, and office materials of varying weights, as well as performing other physical tasks associated with shipping, receiving, and general administrative support.

Technical Skills

Must Have

• Basic computer knowledge and familiarity with Outlook.

• Customer service experience.

• Excellent verbal and written communication skills.

• Intermediate to advanced computer skills in Microsoft Word, Excel, and Outlook.

Responsibilities

• Develop user stories to ensure features align with organizational strategy.

• Perform cost-benefit analysis to support effective resource utilization and maximize ROI.

• Collaborate with stakeholders to clarify features and requirements.

• Conduct stakeholder meetings to provide updates on features and project status.

• Investigate, isolate, and troubleshoot business or operational problems related to supported applications.

• Develop and maintain application backlogs for development, support, and enhancements using Agile principles.

• Review functional designs to understand application design and functionality.

• Monitor and validate applications to ensure they function as designed in production.

• Research applicable standards and requirements.

• Serve as the primary point of contact for business system support issues and questions.