Support Specialist Workspeed

Responsibilities:

Receive customer inquiries via website and/or phone regarding product specifications; respond to customer within established timelines.
Receive customer issues via website and/or phone regarding product functionality/problems; research with the customer to fully diagnose the issue; respond to customer within established timelines by developing creative solutions; log-in customer problems and assign issue number.
Troubleshoot and resolve complex or high priority issues immediately or determine resources required to resolve.
Maintain accurate, high-quality and timely documentation for all steps and activities undertaken in order to resolve.
Escalate unresolved customer issues as necessary to ensure timely resolution.
Routinely update the customer following SLA guideline on active issues to gain additional information or advise of status.
Interface with other Workspeed departments as necessary to resolve customer issues.
Maintain working knowledge of Workspeed products including new releases and products.
Write peer reviews and/or edit high-quality knowledge-base information regarding Workspeed products or issues about Workspeed products.
Provide training, advice and guidance to other Workspeed Service Central Enterprise Support Analysts to resolve specific issues; may assign issues to Enterprise Support Analysts.
Be aware of, and comply with, all corporate policies.

Qualifications: Education, Experience & Training required:
Associate degree in a technical field or equivalent experience.
Three or more years in a technical support role for a business software application.
Ability to pass a background check.

Job Specific/Specialized Knowledge & Skills:
Familiar with Windows OS, basic security and its built-in applications; Linux/Unix experience is a plus.
Any experience with SQL and writing SQL scripts is a plus.
Experience in utilizing CRM system to track and resolve issues.
Strong analytical, written and verbal communication skills.
Strong time management and prioritization skills.
Accounting or finance experience preferred.

Critical Performance Competencies:

Coaching
Leadership
Accountability
Interpersonal
Decisiveness/Judgment
Communication and Influence
Teamwork
Stress Management
Analytical Skills
Adaptability/Flexibility
Process Management/Quality
Motivation

Value Competencies:

Displays passion for & responsibility to the customer
Hires, develops & rewards great people
Displays leadership through innovation in everything you do
Displays a passion for what you do and a drive to improve
Displays a relentless commitment to win
Displays personal & corporate integrity

EEO:
Equal Opportunity Employer, M/F/D/V.

Physical and Cognitive or Mental Requirements:
Major job activities physical requirements:

Use of computer and keyboard for extended periods of time on most or all workdays
Use of telephone throughout the workday as needed to conduct business
Working under time pressure
Working rapidly for long periods
Communicating and interacting with others

Major job activities mental requirements:

Multiple concurrent tasks
Ability to perform under stress
Reading and comprehension
Writing
Problem solving
Confidentiality
Customer contact

Working environment (where major activities are carried out):

Indoors in an office or control room

Working hours:

40 hours per week will typically be necessary to accomplish performance objectives and to provide satisfactory job presence and/or responsiveness
Flexibility as to the specific working hours may be required or available.

Location:	317 Madison Avenue 16th Floor New York, NY 10017 United States
Employment Type:	Full Time