Customer Support Representative

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 for customers and centers, 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 familiar with outlook.
• Customer Service
• Excellent verbal and written communication skills
• Intermediate-advanced computer skills: Word, Excel, and Outlook (Microsoft Office)

Nice To Have

• 3+ years of experience in Qlik Cloud
• Strong knowledge of Qlik automations and data mapping
• Ability to troubleshoot complex problems leveraging available tools and providing high-level status and/or root cause to stakeholders including executive management in a clear and concise manner
• Product Management Analyzes business systems, processes, and related data to determine how solutions can be engineered to provided new or improved business capabilities and/or processes. Acts as a member of a product team responsible for the translation of business terms and processes into technical requirements, specifications, and/or acceptance criteria. Function as a proxy product owner and subject matter expert for their various business domains. Core competencies included requirements engineering, requirements elicitation, processes modeling, and workshop facilitation. Prepares communications and makes presentations on system enhancements and/or alternatives. Provides specific functional expertise that is theoretical and conceptual in nature. This expertise is typically acquired through a combination of university education and experience within a field. May have responsibility for supervising others in the capacity of a "player coach" but primary focus is individual expertise. Particularly at higher levels, sophisticated subject matter expertise is a requirement for success. Applies working knowledge and experience in own job discipline. Continues to broaden capabilities and understanding of the company, processes and customers. Solveproblems in straightforward situations by analyzing possible solutions using experience, judgment, and precedents. Impacts quality of own work and the work of others on the team. Performs a range of assignments with a moderate level of guidance and direction. Strategy Development and Implementation
• Analyzes financial and market situations and participates in the creation of a business case or part of a business strategy.
• Applies/integrates the business strategy to work of own team, understanding the main goals of the organization.
• Analyzes data to provide information to stakeholders on strategic issues; provides information to facilitate the calculation of the ROI. Stakeholder Engagement Identifies and manages key business partner relationships, listens to and understands their needs and expectations, maintains open two-way communication and delivers value to business partner. Maintains, facilitates, and improves upon those relationships and demonstrates accountability for results. Develops trust and influence among key business partners. Is available and consistently communicates with business partners to reach desired goals in a timely manner, showing flexibility when needed. Process Improvement
• Assesses bottlenecks in work processes within teams to streamline and simplify workflow.
• Coordinates with team members to execute new ideas or approaches and achieve process improvement goals.
• Compiles data and analyzes the impact of process changes. Technical Communication/Presentation
• Confirms comprehension and understanding of complex information (e.g., legal, operational risk, and regulatory data) by correctly and clearly answering routine questions.
• Creates clear, concise and organized communication materials (e.g., policies & procedures, guidelines, presentations, messages).
• Considers and understands the audience's specific needs and comprehension level to determine the most appropriate message and delivery method, limiting or explaining technical language. Building a Business Case
• Articulates the presenting business issue impacting own team and helps develop the rationale for addressing it (e.g., impact on customer satisfaction scores or team revenues).
• Assists in the identification and analysis (e.g., cost/benefit, risk) of potential solutions to address the business need.
• Helps determine the recommended solution, documenting the business case for change and sharing with team leadership. Project Management
• Develops project plans, defines timeframe, and prioritizes tasks to achieve project milestones and deliver intended objectives.
• Identifies the type of resources required to support a project, and makes recommendations for specific people, technology, partners, etc.
• Monitors progress to meet project milestones, timelines, specifications and requirements. Responsibilities: Develops User Stories to ensure features are aligned with corporate strategy Performs cost-benefit analysis to ensure effective use of resources for maximum ROI Works with stakeholders to ensure clarity on features and requirements Conducts meetings with stakeholders to provide updates on features and status Probes, isolates, and troubleshoots business and/or operational problems for supported application Develop/Create and maintain the backlog for the developing, support and enhancement of the application using the agile principles Review functional designs to understand how the applications will be design and perform Monitor and validate all applications are functioning as designed in a production environment Researching standards that apply to the program First point of contact for the business for all system support issues and questions