Customer Support Representative

Due to our continued rapid growth, we are seeking a highly motivated Customer Support professional to join the Crew. Our specialty is creating easy-to-use HR technology that is meant to be used and valued by all employees. We have been doing this for over 16 years. This relentless pursuit has led us to work with some of the most innovative, recognized brands on the planet while at the same time creating Vibe HCM – a highly acclaimed HRIS, Talent and Employee Collaboration suite that drives transformative change.

Summary

The Customer Service Rep provides primary assistance and support to clients for incoming payrolls and issues related to Vibe HCM software applications. The role provides courteous and timely problem solving response to customer product inquires via telephone or in written email.

Critical to success is accurately documenting customer information and recurring technical issues in order to support product programs and product development for future updates. This role works in a supporting team environment to share information and assist team members. This role will also effectively communicate progress to clients and hand-off escalated issues to Tier II for completion.

Essential Duties and Responsibilities

• Assess issues and utilize critical and analytical thinking, establishing a course of action to guide the client to a timely resolution
• Document customer information and recurring technical issues in order to support product programs and product development for future updates; Track and provide updates in Customer Management System through resolution
• Trouble shoot problems with software and recommends corrections, directs and guide client through resolution of issue
• Resolve customer concerns regarding implementation, processing, operation, and maintenance or product application; Interface with development teams and implementation teams and across company resources to drive resolution
• Work in and promote an effective team environment, including sharing information and supporting others success
• Lead or participate in other assigned projects

Requirements

Job Requirements

• Bachelor’s degree in Business, Accounting, Finance, or related fields from an accredited college or university
• At least six months of support experience, preferably in a technology environment strongly desired
• Intermediate to advanced computer experience with in-depth knowledge of MS office
• Prior use of Client Relationship Management (CRM) and Automated Call Distribution (ACD) software a plus
• Prior SQL reporting experience a plus