Reseller Support Representative II

Required Skills & Experience

• 2+ years’ experience in Service and Support role with demonstrated competencies
• High School diploma required; bachelor’s degree preferred
• Strong verbal and written communication skills with sound judgment and decision-making abilities.
• Ability to effectively multitask, prioritize workload, and work independently in a fast-paced, evolving environment.
• Ability to develop a strong knowledge of the fundamental work routines and standards to solve issues with moderate supervision
• Proficiency in Microsoft Office applications, including Word and Excel.
• Exceptional attention to detail, accuracy, and focus when managing multiple tasks and priorities.
• Trusted team contributor who values integrity, shares information openly, solicits feedback, and supports organizational goals.

background in:

Banks, financial

Job Description

• Manage and support higher-touch customer accounts in accordance with team SLEs and KPIs
• Provide timely issue resolution to both internal and external requests, including account maintenance, product support, and service requests.
• Serve as the primary liaison between customers and internal departments to facilitate issue resolution.
• Review and validate customer-submitted information and documentation for accuracy and completeness.
• Perform account administration activities, including billing adjustments, invoice inquiries, and customer record updates.
• Create, update, activate, and deactivate product enablement codes and related account configurations.
• Generate and deliver customer usage, revenue, and operational reports as requested.
• Achieve and demonstrate proficiency in key business platforms, including TUBS, Salesforce, OnBase, SCM, and Tableau. Participate in annual pricing updates and other special projects as needed.