This is not a remote position. SWBC is seeking a talented individual who is a quick learner with technical aptitude skills and able to work as part of a team as well as manage projects and deadlines independently. In this role, you will provide stellar customer service to our clients and employees.
Why you'll love this role:
This role will provide general support to clients across all our software solutions. This role requires heavy phone operations.
Essential duties include the following:
Bilingual is required.
- Provides clients with telephone and online support.
- Analyzes, troubleshoots and helps resolve product/service issues reported by clients in a timely manner; escalate issues to Level IIs or Management and seek additional support if needed to expedite the resolution.
- Assists in the development of support plans for clients.
- Engages with prospects and clients to understand their Payroll, Time & Labor Management, and HRIS needs.
- Participates in discovery sessions with customers to define requirements.
- Stays up to date on the latest product features, functionality and new releases.
- Acts as a subject matter expert both internally and with customers.
- Builds delivery best practices and processes by leveraging your implementation and consulting experience.
Serious candidates will possess the minimum qualifications:
- Minimum of two (2) years of experience in customer service.
- This is an entry level position however; the ideal candidate will be proficient with technology.
- Ability to retain information and apply gained knowledge to the next situation.
- Ability to assist with complex and customer facing software implementations.
- Ability to work in a fast-paced team environment.
- Demonstrated ability to troubleshoot technical issues.
- Excellent communication skills (both written and verbal).
- Ability to work independently as well as part of a team.
- Excellent analytical and time management skills.
- Excellent organizational skills including the ability to multi-task, set priorities, and follow up in a timely manner.
- Proficient in the latest web technologies and working knowledge of various operating systems.
- Able to think strategically and to understand a client's organizational needs in order to swiftly identify a solution to support these needs.
- Able to work efficiently and manage workload independently.
- Able to use basic office equipment, including copy machine, telephone, personal computer, and fax.
- Sit for long periods of time performing sedentary activities.
- Stand, stoop, and kneel to file for long periods of time.
- Ability to perform repetitive tasks such as typing for long periods.