The Customer Support Representative position is responsible for providing customer support on external Information Technology systems in support of the Salesforce and 360 platforms, and other associated systems. This will involve handling customer support issues, providing problem analysis, and utilizing best practices and methodologies established by the Information Technology department.
This position will provide responsive and a consistently high level of quality service and support that is accurate, appropriate and consistent within the customer service team. To do so, a knowledgebase of frequency asked questions is to be maintained and utilized in order to assist in the efficient resolution of issues.
This position is tasked with tracking requests in a centralized ticketing system and reporting support trends to other members of the customer support and development teams in order to suggest improvements in software design and implementation, thereby increasing the usability and overall satisfaction of system tools being developed. This involves reporting any known issues and communicating with the customer-base on proper use of the systems.
This position is also tasked with the accurate and complete entry of incoming inquires from prospective campaign participants in to a centralized lead tracking system, providing general campaign information and transferring calls to the appropriate campaign staff.
- Act as liaison between the user community and the systems development team, notifying development staff of significant support issues and user requirements. Provide comprehensive feedback to user community on issue tracking results and proper usage of software systems on a regular and timely basis.
- Coordinate and collaborate with the Customer Service and Application Support groups to improve support procedures and issue resolution.
- Perform other duties as assigned.
- Work with various external constituent groups including participants, coaches, donors, patients, etc. to support and train on systems developed for their use. Provide communications to various groups to ensure software delivery meets expectations.
- Manage reported system issues using help desk software, prioritize issues, and communicate with user community on issue resolution in the timely manner.
- Provide live response to users on support issues as warranted, utilizing online chat, phone calls and impromptu training sessions to individual users.
- Build content in support knowledgebase as new solutions to common issues are identified and refined.
- Manage and support external user community on usability systems issues and ensure proper handling of issue tracking and feedback loop to user constituency.
- Assist with user acceptance testing, implementation and migration strategies for user community in support of new software initiatives as required.
- Maintain a working knowledge of the LLS mission and programs to promote the field and campaign fundraising initiatives.
- Perform other related duties as assigned.
- 1 - 3 years experience in customer support services, information technology software system implementation and/or support environment with emphasis on support and training of user community and software usability testing.
- 1 - 2 years experience in fundraising campaigns preferred, particularly in an LLS national or chapter office in two or more campaigns.
Position Requirements:
- Ability to work independently, be a self-starter, manage assignments without supervision and deliver high quality customer service.
- Solid abilities in understanding, communicating, and working with user constituencies with articulate speech and outstanding telephone skills.
- Strong knowledge of all LLS campaigns.
- Experience in understanding, communicating, and leading IT systems training and application support with user constituencies.
- Experience working within highly productive and diverse teams.
- Superior verbal and written communications & presentation abilities.
Physical Demands & Work Environment:
- Physical demands are minimal and typical of similar jobs in comparable organizations
- Work environment is representative and typical of similar jobs in comparable organizations