TSD Customer Experience Analyst Support

In office position working Monday-Friday

Shift Options: 4 days 8am-5pm and 1 day 10am-7pm or 3 days 8am-5pm, 1 day 9am-6pm and 1 day 10am-7pm

TSD Mobility Solutions, Inc., an affiliate of Reynolds and Reynolds, is looking for a Customer Service Specialist to join our growing team. As a Customer Service Specialist, you will be responsible for providing excellent customer service to our clients in all interactions supporting our software as a service (SaaS) product. This position will assist our customers by troubleshooting and resolving navigation, software usage, and/or system and connectivity issues, escalating when necessary to ensure timely resolution. This role serves as a great stepping stone for associates who are looking to grow within our company as you have the ability to learn more about our industry. The Customer Service Specialist requires the ability to act as a mentor within the support team, sharing skills and knowledge with the department members to meet departmental goals, while handling mid to high volume calls and email support. You will act as the liaison between our customer base and development and other departments, including reporting enhancement requests and design issues as they arise.

Responsibilities will include, but are not limited to:

• Offer excellent customer service assisting our clients with our software-as-a-service products via phone and email.
• Leverage, develop and maintain a knowledgebase of problems and solutions to assist your teammates.
• Provide accurate documentation in our ticketing system on each customer interaction noting details in incident or request, customer contact information, and progress or resolution.
• Provide helpful, friendly support explaining application functionality, assisting customers to increase their own knowledge of our software.
• Troubleshoot and resolve navigation, software usage, and/or system and connectivity issues, escalating when necessary to ensure timely resolution.

#LI-Onsite

We strive to offer an environment that provides our associates with the right balance between work and family. We offer a comprehensive benefits package including:

• Medical, dental, vision, life insurance, and a health savings account
• 401(k) with up to 6% matching
• Professional development and training
• Promotion from within
• Paid vacation and sick days
• Eight paid holidays
• Referral bonuses

Reynolds and Reynolds promotes a healthy lifestyle by providing a non-smoking environment. Reynolds and Reynolds is an equal opportunity employer.