Actsoft

Customer Advisor - App Services

US-FL-Tampa
1 month ago
ID
2017-1073
# of Openings
1

Overview

Department:        CX - Global Customer Experience Center

 

Team:                  Tech Support

 

Position:              Customer Advisor - App Support

 

Reports to:          CX Supervisor

 

Work Shifts:      8:00 AM-5:00 PM             Office 

                            9:00 AM-6:00 PM             Office

 

Position Description:

 

Actsoft, Inc. is a global provider of wireless data software applications.  The Tech Support team is one of four teams within the Actsoft - Global Customer Experience Center based in Tampa, Fl.

 

As a Customer Advisor, you will be responsible for providing knowledgeable, courteous support and technical assistance to customers using our suite of app products.

Responsibilities

Position Responsibilities: The day-to-day activities cover the following:

 

  • Acquire and maintain strong knowledge of company applications
  • Respond to, research and resolve app support inquiries received via telephone, chat or e-mail based on established guidelines and procedures
  • Log all correspondence with customers using Microsoft Dynamics
  • Acquire strong knowledge of internal company SOPs
  • Maintain strong adherence to company policies and Customer Experience SOPs
  • Professionally represent Actsoft while providing support to customers
  • Document support issues via the support ticket process
  • Proactive (outbound) and reactive (inbound) customer calls
  • Continual, daily education for application software, customer verticals, mobile handset, IoT devices, leadership, productivity, career development, new products, wireless carriers, customer experience disciplines, industries, partners, 3rd party vendors and operational systems
  • Provide app support that meet the customer’s business objectives
  • Answer questions about app usage from internal and external customers
  • Attend meetings and interact regularly with management to assist in process improvements, problem resolutions, team motivation exercises and measure performance
  • Understand and maintain positive working relationships with customers, partners and 3rd party vendors to ensure customer satisfaction and compliance.
  • Although the primary function of a Customer Advisor is not a sales position, you may recommend additional products or services that help meet the customer’ expectation
  • Work in partnership with other departments such as Development, QA, Marketing and Accounting
  • Escalate support issues based on established guidelines and procedures.

Qualifications

Requirements and Qualifications:

  • Ability to learn and use “Customer Experience” call center tactics
  • Possess strong interpersonal skills and telephone and email etiquette
  • Effective organization skills and ability to multi-task
  • Urgency and commitment to deadlines and goals
  • Knowledge of mobile devices, mobile apps, business types, mobile industry, wireless carriers and GPS
  • Excellent verbal/written communication
  • Ability to work in a dynamic and rapidly changing mobile software environment
  • Ability to learn new applications and procedures quickly
  • Ability to effectively present information and respond to questions from managers, other employees and customers
  • Ability to follow Customer Experience SOPs (Standard Operating Procedures)
  • Ability to work independently with limited supervision
  • Ability to work cooperatively with customers and co-workers
  • Ability to use computer remote access software, collaborative working software and cloud software systems
  • Ability to analyze app usage, review metrics and determine trends
  • Ability to learn and use “Customer Experience” call center service tactics
  • Ability to achieve customer activity and volume goals

 

Technical Experience

  • Microsoft Dynamics CRM
  • Microsoft applications (Excel, PowerPoint, Word, Outlook)
  • Call center phone system
  • Knowledge of Microsoft SQL Server a plus
  • Smart phone features/functionality
  • Proprietary, internal web-based systems
  • Time-keeping application with facial recognition authentication


Education/Experience

  • College education preferred or multi-year Customer Service/Help Desk experience or multi-year experience with customer engagement responsibilities


Special Skills

  • Exceptional work ethic
  • Team player attitude
  • Bilingual a plus
  • Strong understanding of Remote Access Connectivity methods
  • Ability to understand and relate to unique customer characteristics based on geography, vertical, size, etc.

Benefits

  • Health Insurance
  • Salary with the possibility of bonus
  • Paid time off
  • 401(k)
  • Incentives
  • Business casual work environment
  • Closed major holidays
  • Opportunity for growth

NOTE:  This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

 

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