- 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
Additional Responsibilities
- 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