eQuest is seeking an experienced Customer Support Specialist, who has knowledge of enterprise software applications. Responsibilities include receiving and resolving system’s issues submitted by customers. This position involves a high level of interaction with customers on a daily basis that requires a high degree of accountability and timeliness in responses and updates. You will be the primary customer point of contact and must ensure that each interaction is handled with a professional attitude and a superior level of service.
- Work directly with customers to research, troubleshoot, and resolve technical and business related issues in a timely manner
- Day to day response, resolution and queue management of customer issues submitted through company ticket management tool, keeping in line with our service level agreement.
- Function as a liaison between internal technical teams and customers.
- Effectively prioritize and escalate customer issues as required
- Provide consulting and implementation support and conduct customer training sessions
- Collaborate with other teams by providing important customer feedback, process improvement recommendations, new troubleshooting tips and other actions that involve improving our product.
Required Skills / Experience:
- 3 years of experience as a customer support for enterprise software applications or related role
- Excellent trouble shooting skills
- Excellent written and verbal communication
- Ability to learn new technologies quickly through
- Strong interpersonal skills in a customer facing role
- Strong analytical, problem solving, and multitasking skills
- Experience in Human Capital Management, Recruitment, Talent Management, ERP, or SaaS applications is a plus.