Senior Professional Customer Support

Summary

Your role in our mission

Essential Job Functions

• Analyzes inquiries through use of personal knowledge of the particular functional subject matter. Augments knowledge with reference materials as needed.
• Provides response and takes appropriate action to resolve. May interact directly with original requestor, advise others on how to respond or escalate to a higher level if needed.
• Consults with management and/or business organization management to develop/implement appropriate response/resolutions for complex issues.
• Monitors customer inquiries for a specific functional area, tracks progress and resolution of escalated inquiries.
• Contributes to a shared knowledge database to facilitate response consistency and to document complex issue resolution.
• Assists less experienced staff in developing appropriate responses.

Basic Qualifications

• Bachelor's degree or equivalent combination of education and experience
• Bachelor's degree in business management or related field preferred
• Six or more years of functional area experience (i.e. finance, human resources, procurement, information technology, etc.)
• Experience working with organizational functional and personnel.
• Experience working with fax machines, computer software and telephone technology.
• Experience working with help desk software.

Other Qualifications

• Business and analytical problem solving skills.
• Good communications skills.
• Ability to work independently.
• Ability to follow oral and written directions.
• Ability to understand and apply regulations applying to functional area.

Work Environment

• Office environment

What we're looking for

What you should expect in this role

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