[Remote] Customer Portal & CRM Support Rep II (Oracle CRM, Sharepoint, Salesforce CRM, ServiceNow)
Note: The job is a remote job and is open to candidates in USA. Conexess Group is seeking a Customer Portal & CRM Support Rep II to provide support for various company systems. The role involves assisting internal and external users with technical issues, maintaining customer rapport, and documenting case details.
Responsibilities
- Provides timely support by assessing, researching and resolving customers’ issues
- Maintains a strong level of professionalism, establishes a positive rapport with customers via call, chat, and case
- Troubleshoots and investigates possible system anomalies, understanding if it is ‘working as designed’ or a bug
- Escalates complex customer inquiries and system issues for resolution to the level III support representative
- Documents details of the customer issue in a case
- Documents support instructions for team-wide use in a database
- Updates customer support cases, determines the correct support queue for submission and resolution as needed
- Maintains expected company-wide support metrics regarding response and resolution times
- Supports system software development with testing activities as assigned
- Completes special projects (data review, data updates, housekeeping) as assigned
- May perform other duties as assigned
Skills
- Minimum of 3 years of experience in a support role or related field
- Able to learn and navigate the details of moderately complex systems, tools and processes
- Able to ask probing questions to get to the root of a customer's inquiry
- Able to contact and build rapport with various technical teams for investigation support as needed
- Able to work on routine tasks consistently and efficiently
- Able to apply acquired job skills and company policies and procedures to complete assigned tasks
- Strong verbal communication and customer relations skills
- Strong written communication skills
- Able to document processes and instructions into steps (KCS or Knowledge-Centered Service)
- Reliable, able to complete solo tasks and meet deadlines
- Should have intermediate Microsoft Excel skills like filter/sort, copy/paste and basic formulas for special projects as assigned
- Some college preferred
Company Overview