Logistics & Customer Service Coordinator managing Customer Data and orders within ERP system for Wholesale division. Ensuring billing accuracy and tracking delivery flow.
MK
Hybrid Customer Support Specialist
Posted 4 months ago
About the role
- Customer Support Specialist delivering exceptional support for MHC SaaS products. Involving troubleshooting, documentation, and collaboration with product teams.
Responsibilities
- Own customer inquiries from multiple channels, including inbound emails and calls, and deliver outstanding support.
- Troubleshoot a wide range of issues using your knowledge of network configurations and Windows systems.
- Use analytical skills to define requirements for solution enhancements and communicate them to the Product team.
- Develop deep expertise in MHC products (Document Express, Document Self-Service, and Image Express) to help customers optimize their use.
- Maintain accurate, high-quality, and timely documentation in Salesforce CRM, capturing all steps, questions, and activities during customer interactions.
- Coordinate with the Product team to manage timelines, customer communication, and delivery of software fixes or enhancements.
- Prioritize and escalate customer issues appropriately to ensure timely resolution.
Requirements
- Solid understanding of current Windows operating systems and/or relational database systems, including Microsoft SQL Server and Oracle.
- Experience guiding customer conversations to effectively address inquiries, concerns, and requests related to products and services.
- Creative problem-solving mindset, supported by internal resources and collaboration with MHC team members.
- Strong time-management skills, with the ability to set, communicate, and meet realistic response deadlines.
- Excellent analytical, written, and verbal communication skills, with the ability to simplify and clearly explain technical concepts.
- Proven ability to manage multiple tasks and objectives simultaneously, while consistently meeting defined performance targets.
- Ability to remain composed and maintain customer focus under pressure, ensuring a positive support experience.
- Aptitude for quickly learning new technologies, paired with a strong desire for continuous professional development.
- Basic understanding of business operations and familiarity with general business terminology and acumen.
- Motivation to achieve certification levels to install, support, and manage implementation activities across MHC product offerings.
- Bachelor’s degree or equivalent experience.
- 1+ years’ experience in a customer-facing role, preferably including technical knowledge of products or services.
- Proficiency in Microsoft Office, with intermediate skills in Excel.
- Relational Database Management Systems (Microsoft SQL servers and Oracle databases) skills and experience a plus.
- Previous experience with CRM platforms such as Salesforce and remote support tools is highly valued.
Benefits
- Workplace Flexibility: In Office, Hybrid or Remote options.
- 401(k) Plan: Deferred and Roth options available to help you save for retirement, with a generous employer match of 50% up to maximum of 4.5% of gross pay.
- Medical Plans: Comprehensive co-pay or HSA coverage options to keep you and your family healthy.
- Dental and Vision Plans: Access to a large network of providers for dental and vision health.
- Daycare and Medical FSA/HSA: Save on eligible daycare and healthcare expenses with our flexible spending and health savings account plans.
- Group Term Life Insurance: Coverage of $50,000 to provide peace of mind.
- Generous Paid Time Off (PTO) Policies: Ample time to relax and recharge.
- Employee Assistance Program (EAP): Support for personal and professional challenges.
- Voluntary Benefits Available: Additional Life Insurance Critical Illness Insurance Accident, Cancer & Hospital Indemnity Insurance Legal/ID Shield Pet Insurance.
- Parental Leave: Four weeks of paid paternity leave after 1 year, eligible for pro-rata leave after six months of employment. Total of twelve weeks of paid leave for the birth parent, eligibility rules apply.
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