JOB SUMMARY

The Service Support Person works with customers and internal staff to research and resolve technical questions. A technical background with exposure to software and systems is required.

ESSENTIAL FUNCTIONS:

• Comply with Company Safety Policies and Procedures
• Regular attendance, timeliness and scheduling flexibility
• Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps
• Improves client references by writing and maintaining documentation
• Participates in development of client training programs by identifying learning issues; recommending instructional language
• Accommodates client disabilities by recommending devices and techniques
• Avoids legal challenges by monitoring compliance with service agreements
• Improves system performance by identifying problems; recommending changes
• Updates job knowledge by participating in educational opportunities; maintaining personal networks
• Accomplishes information systems and organization mission by completing related results as needed
• Regular attendance, timeliness and scheduling flexibility

KNOWLEDGE, SKILLS AND ABILITIES

• Proven customer support experience or experience as a client service representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively

EDUCATION AND/OR EXPERIENCE

The employee should have the following:

• High School Diploma or equivalent
• No prior experience or training required

ESSENTIAL PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

The employee should possess the ability to:

• Prolong standing or in stationary position
• Complete repetitive movements such as typing
• Be exposed to sounds or noise levels that maybe uncomfortable
• Complete repetitive movements
• Wear all required personal protective equipment (hearing, vision and hardhat protection)
• Lift/move/transport items up to 50 pounds
• Ability to move or traverse about the facilities
• Must be able to ascend/descend stairs or ladders
• Ability to work around dust, chemicals, and other substances, and in various environmental conditions

This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities or may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship