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Customer Support Tier 1 Specialist

General Purpose:

The Customer Support Tier 1 Specialist reports directly to the Customer Support Manager and plays an integral role in daily support and service to our customers. Once a customer is actively using Muni-Link’s cloud-based software, the Customer Support Team will provide ongoing support on customer calls, emails, and live chats.  The Customer Support Tier 1 Specialist will follow through each task until a solution is taken back to the customer and reviewed to their satisfaction. Once trained this position will have a hybrid work week onsite and remote.

Tier 1 Specialist: The front-line support team. Tier 1 Specialist is able to resolve the most common incidents and requests. The Tier 1 Specialist is responsible for resolving a significant percent of issues without escalation to other teams and is typically measured by response time and customer satisfaction.  Tier 1 Specialist should have strong communications skills and good troubleshooting and customer service skills.  Tier 1 Specialist will be supported by effective remote access tools, a knowledge base that provides information on common solutions and workarounds, and collaboration capabilities with other support teams. Tier 1 Specialist is responsible for gathering as much information as possible from the end user. Tier 1 Specialist must use the ticketing system with which to record and track their work, to ensure all teams have progress visible to them and can coordinate communications and resolutions effectively.

  • Serve as the first point of contact for Muni-Link Billing customers seeking assistance over the phone, email or live chat
  • Give clear and concise direction to customers on how to use software components
  • Troubleshoot and effectively be able to comprehend the issue described by the customer through pertinent questioning
  • Document all customer interactions in CRM or other customer databases, and alert management of important customer issues or problems needing further escalation for resolution
  • Build strong customer relationships and generate high customer satisfaction
  • Train the customers on the software functions when necessary
  • Provide ongoing support, assistance and follow-up
  • Escalate significant problems and issues promptly to Customer Support Manager
  • Improve operations whenever possible
  • Be patient, courteous and respectful at all times, to empower and encourage customers
  • Strive to resolve incidents on first contact
  • Help maintain feature Requests – record, report, update the ticket and customer regularly, and track to completion.
  • Maneuver efficiently through Microsoft Applications – Outlook, Word and Excel
  • Understand, maintain and support outside vendor software that interface’s with Muni-Link
  • Keep Customer records updated in our Muni-Link software and CRM – phone, emails, employee contacts
  • Prioritize and escalate significant customer issues promptly to Customer Support Manager when necessary
  • Encourage opportunities to upsell/cross-sell Muni-Link’s other module’s and products when speaking to customers, passing along leads and referrals to Sales Manager
  • Assigned project specialist tasks (Regression Testing, Bill Print, Documents, Meter, Accounting)
  • Other customer support specialist tasks, as assigned
  • An Associate’s degree (2-year degree) or 2-3 years of relevant professional experience
  • Demonstrated understanding of working with software/technology
  • General business / financial concepts, Accounting knowledge a plus
  • Basic understanding and ability to use Microsoft business applications – Outlook, Word and Excel
  • Organized
  • Strong Interpersonal and External personal skills (Excellent Communication skills)
  • Customer service oriented
  • Honesty and integrity
  • Positive attitude and enthusiasm
  • Balance
  • Creativity
  • Determination and teamwork
  • Strong work ethic
  • Excellent multi-tasker with a focus on efficiency
  • Even-tempered
  • General business knowledge
  • Excellent customer skills
  • Ability to learn software quickly
 

Excellent Benefit Package including

  • Health/Dental/Vision/Life Insurance
  • Company matched 401(k) plan
  • Vacation and Sick Time
  • Paid Holidays
Apply Now!