Customer Support Associate - Job # 3133

Additional Information
  • Our Client offers an exceptional compensation package with great benefits which will be commensurate on experience and will relocate for this position.
  • For confidential consideration please submit a resume and salary history to claire@fullscalesolutions.com.
  • Please be sure to include the job number with your submission.
  • Full Scale Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Client Synopsis:

Full Scale Solutions is currently recruiting for the following position located in Raleigh-Durham, NC.

Essential Duties and Responsibilities:

We are seeking to hire a Customer Support Associate to join our Clients team. They are a SaaS solutions provider that helps companies improve their operational efficiency, profitability, and predictability of performance for management and owners.

Duties include, but are not limited to:

  • Liaise with Clients to ensure customer satisfaction, solving problems, and implementing new programs with as ultimate goal to become a trusted advisor for our customers.
  • Conduct regular account reviews with customers to ensure that customer's goals and expectations are being met.
  • Ensure that the customer issues are being resolved in a timely manner and that all escalated matters are handled with a sense of urgency and are resolved.
  • Engage with clients to understand current and future needs and translate them to specific business requirements.
  • Manage and work with internal teams for new customer roll-out meetings, including kick-off meetings and follow-up processes.
  • Participate in the site and data validation process for new customer implementations and projects.
  • Deliver on-site and/or web-based training to clients (including train-the-trainer model).
  • Review all major deliverables to ensure quality standards and expectations are met and exceeded.
  • Review business requirements and collaborate with other team members to develop test strategy and document test cases/test plans.
  • Identify and research defects encountered during testing or with production system.
  • Assess opportunities for application and process improvement and prepare reports to share with team members, management and other parties.

Experience:

  • 3+ years of proven, successful customer service experience in SaaS model.
  • Excellent communication skills with the ability to effectively interface with all levels on a formal, informal, written and verbal basis.
  • Analytical, problems solving and troubleshooting skills — ability to define problems, collect data, establish facts and draw conclusions.
  • Energetic performer with an upbeat, positive attitude that will show through to our customers.
  • Ability, patience and self-confidence to work with customers who may not be familiar with our products or procedures.
  • Computer proficiency in Outlook, Excel, Internet browsers, bug tracking software, etc.
  • Goal oriented team player with the desire to exceed expectations.
  • Ability to perform multiple tasks and prioritize simultaneously.
  • Ability to work independently and thrive in a multi-tasked, fast paced environment.
  • 2+ years hotel, finance, or banking reporting experience.
  • Project Management experience.

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