Job Responsibilities

This position is responsible for providing customer support, administering customer support cases, monitoring application data and supporting customer training for customers in the US.

Customer support, Issue Tracking and Resolution

• Provide customer support to clients over phone, email and web case submissions  
• Enter case data into the system; update and close cases as appropriate
• Diagnose customer issues;
  • Collect pertinent data on the issue
  • Provide support for items where solution is known and close case
  • For new problems, appropriately assign cases for resolution
  • Monitor all cases to ensure that resolution deadlines are being respected
  • Follow up with assignees as necessary to close cases
• Document all solutions and maintain a solutions database
• Prepare monthly reporting on customer support activity
• Work with the customer support team to proactively evaluate and improve customer support

Client Data Monitoring and Reporting

• Monitor regular data upload from clients
  • Ensure timely data submissions
  • Observe data monitoring protocols
• Prepare scheduled client reports
• Assist with other client reporting as necessary

Technical Skills

• SQL - running and writing basic queries
• Intermediate level Excel - VLookup and formulas

Experience/ Skills

• Excellent written and oral communications skills
  • Experience working with North American clients
• Background in application and software support
• Highly detailed oriented with strong technical aptitude
• Strong skills with MS Office (Excel, PowerPoint, Word, Outlook)
• Ability to learn new software applications
• Ability to multi-task and prioritize multiple assignments
• Bachelors degree
• Understanding of Supply Chain execution is a plus
• Previous experience in software support a plus

Additional Skills

• Experience in one or more of the following preferred:
  • Software Testing and QA
  • Technical Writing
  • Data Analysis