Warrington, PA Categories:
Customer Support Lead Analyst eSchoolMall
THIS JOB HAS EXPIRED
Dates: Full timeHours: Salary
Reports to: Director of Customer Services
Summary
ESM Solutions is looking to add a team leader with 3-4 years customer service experience to work within a dynamic SaaS-based software company environment. This individual will help lead an existing team of Software Support Specialists and provide 2nd level support and back up coverage when needed.
Responsibilities may include but not limited to:
The Customer Support Lead Analyst will assist in developing methods and best practices to ensure that the organization is delivering exceptional customer care and professionalism to all external clients.
The Customer Support Lead Analyst lead will help to ensure efficient processes and tools are available and in place to create an efficient organization capable of scaling up as the company grows.
The Customer Support Lead Analyst will provide 2nd level troubleshooting and coverage when Software Specialists are unavailable.
The Customer Support Lead Analyst may be asked to provide information for management reporting.
The Customer Support Lead Analyst may be asked to facilitate calls, training sessions and other activities with external customers and partners during troubleshooting or implementation activities.
The Customer Support Lead Analyst may be asked to update content for website, PowerPoint presentations, training collateral etc.
The Customer Support Lead Analyst will need to utilize CSR tool to help manage customer tracking and follow up activities
Bachelors degree, preferred concentration in MIS Operations or Analysis
Demonstrates analytical, technical and problem solving skills to identify and facilitate problem resolution within a timely manner
Ability to communicate effectively in both written and verbal mediums
Ability to translate technical software features and product information into layman?s terms for user consumption
Must be highly organized and detail oriented
Must be a self-starter with the ability to prioritize deliverables and meet deadlines
Must demonstrate flexibility and be able to adapt to changes
Ability to multi-task
Proficiency with MS Office product suite
Experience with SalesForce CRM software is a plus
Skills and Requirements for Success:
Bachelors degree, preferred concentration in MIS Operations or Analysis
Demonstrates analytical, technical and problem solving skills to identify and facilitate problem resolution within a timely manner
Ability to communicate effectively in both written and verbal mediums
Ability to translate technical software features and product information into layman?s terms for user consumption
Must be highly organized and detail oriented
Must be a self-starter with the ability to prioritize deliverables and meet deadlines
Must demonstrate flexibility and be able to adapt to changes
Ability to multi-task
Proficiency with MS Office product suite
Experience with SalesForce CRM software is a plus
Salary Range ? Commensurate with Experience
| Location: | Warrington, PA United States |
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THIS JOB HAS EXPIRED
eSchoolMall
All Jobs: at eSchoolMall| Web Site: | www.eschoolmall.com |
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| Headquarters: | 100 Lakeside Drive Suite 100 Horsham, PA 19044 United States |
| Industry: | Software |
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