Futurewave Systems is hiring a Customer Support Specialist (Perm Hire)

About the Role

Role details below.

Responsibilities

• Responds professionally and timely to client incoming phone calls, web inquiries, emails and/or faxes.
• Investigates, researches, analyzes and tests outcomes in order to resolve client questions an/or problems correctly.
• Handles client requests relating to products or services ranging from routine inquiries and basic application navigation to complex problems and difficult troubleshooting issues.
• Ensures World Class Service satisfaction on each transaction.
• Provides critical and accurate statutory information to clients in payroll or HR areas, such as tax filing and/or benefit administration, so that it is not exposed to financial risk and/or penalties.
• Is the initial point of contact for all clients and determines if resolution can be found on initial call or if Tier II resolution is required.
• Quotes the future resolution commitment to the client based on a clear evaluation of the open case.
• Researches, designs and modifies complex mainframe features or software applications to meet the client's specific needs for Tier II resolution.
• Works with technical support or various production departments as needed to effectively troubleshoot, analyze and resolve problems and client concerns.
• Implements additional non-billable features for clients by utilizing systems/applications and understanding clients requirements and needs.
• Recommends software enhancements or product features and identifies client training opportunities if applicable.
• Maintain appropriate records of client contact through the CRM (ie. eAccess/Clarify).
• Uses the various knowledge bases, resource materials and appropriate websites to locate answers and solutions for issues.
• Ensures that case notes are professionally written and that they thoroughly and accurately detail the problem and the proposed resolution.
• Maintains the service organization's standards that are set by regional and corporate management regarding call and case handling, ie Average Handle Time, Adherence, Call Strategy, Case Activity, etc.
• Receives training on products or applications and servicing skills to support the organization, clients and teammates.
• Remains proficient on current applications and related products/features (i.e., Payroll and/or HRIS) and learns future products and new tools as they are deployed.
• Continues to update knowledge through a wide variety of available resources to ensure familiarity on appropriate statutory laws or legislative rulings that impact clients.
• Completes new hire and ongoing training programs as designed.
• Particpates in regional and client retention efforts, including helping to identify clients-at-risk.
• Handles critical and/or escalated client issues which may require working directly with additional Service hubs (ie. TLM, WGPS, Retirement Services, FSA/Cobra, etc) to ensure client satisfaction.
• Communicates directly with clients via phone, email and/or remote diagnositc tools to resolve these issues.
• Uses judgement and escalates unresolvable or concerning issues to a higher level support or to management as approprate.
• Mentor/c

Work Arrangement

On-site