Customer Service And Application Support Specialist

Customer Support Specialist - 100% REMOTE

Privately held organization based in Atlanta seeking a Customer Service Specialist (CSS) to provide excellent customer service to internal and external resources. This position is fully remote and does require some flexibility in hours with other team members as the helpdesk must be covered from 7 am to 7 pm EST.

This individual will be responsible for improving the customer service experience, strengthening customer engagement, meeting established CSS metrics and successfully completing customer projects as assigned.

The CSS will ensure the customer receives a high-quality customer service experience and immediate attention to any issue requiring resolution and/or escalation.

Day-to-Day Responsibilities:

• In collaboration with the financial teams, monitor and address all pre and post-billing customer-related concerns. These include areas such as questions related Sales & Use Tax, ensuring the timely receipt of Accounts Receivable (A/R), Applied Payments situations/issues with customers, and general questions about the services, rates, and carrier-related waivers.
• Measure/report on customer A/R to all stakeholders.
• Provide outstanding customer service and track and report on CSAT metrics on a cadence set by the team and approved by management.
• Become a subject matter expert in all products and services available to pipeline, shipping, and terminal subscribers and customers.
• Answer help desk calls and emails to resolve customer problems related to products and experiences.
• Track and measure all customer service metrics.
• Development and delivery of appropriate/customized customer training by utilizing various mediums as appropriate while tracking metrics associated with Onboarding/Training.
• Maintain and update the customer product knowledge base and training tools/materials.
• Follow established protocols for onboarding new and/or established customers to the platform.
• Ensure the quick response or need for escalation to provide a positive Customer Experience aligned with the company's Core Values.

The ideal candidate must have the following skills:

• Customer-obsessed.
• 2-3 years of enterprise software support experience.
• Proven ability to resolve functionality issues, which can include training, billing issues, and password resets.
• Experience in training new users on enterprise software.
• Proficient in Zendesk usage for ticket management.

Additional requirements:

• Bachelor's Degree is heavily preferred.
• Experience effectively presenting and training customers.
• Comprehensive understanding of promoting value and collaboration through the Customer Service Experience in both an internal and external capacity.
• Proven track record of excellent customer service with external clients.
• Excellent communication skills both written and verbal.
• Strong Microsoft Office skills.
• Proven ability to build and sustain business relationships beyond the customer service case and/or project.
• Advanced troubleshooting and ability to manage multiple priorities.

The Perks: Excellent benefits including a full suite of medical, retirement savings with match, general bonus potential, robust PTO, and the ability to work fully remote from the comfort of your home office. Please send your detailed application support or product support resume and a link to your mirroring LI profile today!