Customer Support Specialist in Lakewood, NJ

Lakewood, New Jersey
Customer Service & Call Center
Job Type
US$ 13.00 - US$ 14.00 per hour, $13 - 14 per hour + none
Ref. Number
Meg Cody, Spherion
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Job Description

A Customer Support Specialist analyzes, researches, and solves application and technical issues related to the company's literacy programs. The position requires the use of multiple systems while responding to a steady volume of incoming calls and/or emails from both internal and external clients in a timely and efficient manner. The Customer Support representatives work as a team and utilize internal processes to escalate cases which require additional follow up. This is a temp to hire role.

SCOPE AND IMPACT OF JOB - Successfully meets day to day responsibilities, duties, and accountabilities. Providing excellent service to users of or products ultimately has a positive impact on product usage and overall company growth and success.

- Multitask and troubleshoot inquiries from teachers and school administrators about program functionality which in most cases can be answered by referring to program documentation.
- Use multiple systems while responding to a steady volume of incoming calls and/or emails from both internal and external clients in a timely and efficient manner.
- Participate in monthly Quality Assurance sessions with Customer Support Manager to ensure quality service.
- Troubleshoot and identify problems with a Web-based product or platform.
- Communicate effectively with customers and internal employees.
- Gather and interpret relevant data and information and use inductive reasoning to resolve customer inquiries.
- Create, track and resolve customer cases using SalesForce and other supporting systems.

Working hours: Mon-Fri 8-5

--Excellent verbal and written communication skills in order to accurately understand the customer's challenge and be able to instruct them how to navigate the product to resolve. Strong interpersonal skills and ability to work as a team to troubleshoot and resolve more complex issues with other internal departments.
--Ability to learn quickly as our products often have new releases with new functionality.
--Strong organizational skills in order to maintain documented records of all support inquiries and resolutions as well as appropriate follow up.
--Flexibility to shift priorities to meet daily, weekly objectives.
--The position may require shift rotation to cover our Customer Support hours supporting all of our customer needs.
--Proficiency in MS Office products including but not limited to Word, Excel and Outlook. The ability to navigate in the different versions of Windows XP, Vista and 7,10.
--Familiarity with differences between desktops, laptops, tablets and mobile apps.
--Inquisitiveness and ability to solve problems.
--Must be flexible in working a shift rotation between 7:30am and 10:30pm to accommodate customer needs.

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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