Support Specialist

What are we looking for in our Support Specialist?

Duration: 3 Months Temp to Hire
Schedule: Monday - Friday, 7:30 to four (a bit flexible)
Pay Range: $17-$25/hr on W2 (DOE)

Responsibilities

General Customer Support:

• As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer, or reassignment path, achieving resolution and customer satisfaction.

• Monitor & respond to customer requests ensuring effective communication
• Process requests for equipment service
• Schedule regular maintenance and record all event activities in applicable CMMS
• Monitor & respond to customer requests, ensuring response times are within the requirements identified in the customer Statement of Work and Service Level Agreement.
• Review and schedule preventive maintenance and other scheduled compliance activities (OQ, PQ and validation) and dispatch, accordingly, coordinating scheduling meeting customer requirements.
• Utilize applicable CMMS, to capture pertinent detail regarding the event.
• Complete follow-up transactions in an organized, detailed, efficient manner, meeting deadlines. Data entry is accurate and errors minimal.

Coordination:

• Responsibility to provide visibility to accuracy of data in comparison to process, metrics and KPI
• Presentation of results to manager
• Point of escalation within the Customer site teams
• Point of contact within the team to share and implement best practice & training opportunities

Communication:

• Ability to articulate with technically oriented people, quickly establish rapport, gain their confidence, respect and trust.
• Communicate timely program information to selected service providers to ensure satisfactory delivery of acquired services and materials.
• Discuss troubleshooting/repair situations with service providers or customers, in a professional, cost effective manner, utilizing poise, tact and diplomacy to obtain cooperation and results.
• Monitor open requests, working to achieve closure, and meeting metrics requirements.
• Escalate problems to manager or the appropriate program leader or customer program contact for strategy development and participation as appropriate.
• Follow up to ensure that all questions/requests/customer commitments are responded to or resolved to the customer’s satisfaction.

Basic Requirements:

• Associate Degree and 2+ years of experience in a team-based customer service environment OR High School Diploma with 4+ years of experience
• Microsoft Office experience, including MS Outlook
• Excellent verbal and written communication skills

Preferred Qualifications:

• High level of commitment to the customer.
• Ability to work effectively in a team and individually; organized with great time management skills.
• Demonstrated experience and proficiency using software for word processing, email, order entry, and others as required. Proficiency in Microsoft Office; SAP, Service Max, and Maximo experience desirable.
• Exceptional Analytical skills
• Excellent Excel skills

Rate/Salary: $17-$25/hr on W2 (DOE)