Customer Support Representative for One of the Greatest Places to Work in 2005.

Customer Support Representative

 

Join one of the Greatest Places to Work in 2005 (as named by the Minnapolis/St. Paul Business Journal)

 

POSITION SUMMARY

As the primary contact for customers, the Customer Support Representative is responsible for responding to and resolving customer issues at the point-of-contact.  This includes responding to incoming telephone calls and e-mails, answering questions, providing technical training, problem identification and resolution, issue escalation and follow up. 

The Customer Support Representative is ultimately responsible for providing excellent customer satisfaction as measured by the SPS customer satisfaction measurement process.  On-the-job training related to SPS Commerce products and services is provided.


POSITION RESPONSIBILITIES
 Works as part of the Customer Support team, providing phone support coverage during assigned work hours.
 Answers, evaluates and prioritizes requests from customers experiencing problems with SPS Web-based services and Electronic Data Interchange (EDI).
 Facilitates problem recognition, research, isolation, resolution and follow-up for customer problems, escalating the most complex problems to appropriate staff / departments.
 Logs and tracks calls using problem management database, responds to and resolves open tickets in appropriate timeframe and maintains history records and related documentation.
 Participates in peer-training and cross-training initiatives.
 Introduces customers to new SPS products and services.
 Performs other duties and projects, as assigned.

 

EXPERIENCE AND SKILLS REQUIRED

 Bilingual in English and French
 Excellent customer service skills and demonstrated ability to work effectively in a team environment. 
 College degree or a combination of education and related experience.
 Prior customer service, help desk or call center experience preferred.
 Demonstrated computer knowledge (Internet and Microsoft Office -Word, Excel, Outlook); experience with browsers and ISP's strongly preferred.
 Strong interpersonal skills and oral/written communication skills.
 Demonstrated organizational skills with ability to effectively manage multiple projects.
 Ability to troubleshoot customer technical problems at point of contact and obtain a detailed level of information for 2nd level support, as needed. 
 Ability to provide ad-hoc technical customer training.

 

Send resume to:
SPS COMMERCE, INC.
hr@spscommerce.com

Website:  www.spscommerce.com

Equal Opportunity Employer

 

No Phone Calls or Agencies Please!