Service Support Specialist

Overview

On Site
$28 - $28
Contract - W2
Contract - 12 month(s)
No Travel Required

Skills

Service Support Specialist

Job Details

Job Description:
  • The Support Network (RSN) is responsible for supporting customers throughout the service customer journey.
  • As part of the RSN Operations team, this position supports the RSN organization through a number of tasks.
  • The RSN Ops Group is responsible for back office functions with regard to field support and case management.
  • This includes resolving issues in our operating systems and researching problems that are encountered by our field representatives.
  • This group will develop, maintain, and assemble information and documentation that supports business operations and standard operating procedures for one or more business units.
  • Provide operations support to the Support Network.
  • Act as a primary point of contact for service representatives, answering inquiries and analyzing, researching & troubleshooting a wide range of issues varying in complexity related to resource dispatching, case creation, spare parts availability, distribution, etc.
  • Provide phone support to field representatives.
  • Able to maintain excellent workload management balancing multiple tasks efficiently while maintaining a high level of quality in a fast-paced environment.
  • Communicates proactively and effectively with teammates, stakeholders, leadership, and other colleagues.
  • Embraces change with a positive attitude.
  • Identifies problem areas and recommends corrective solutions.
  • Maintain documentation according to established guidelines as may be required by specific job responsibilities.
  • Knows and applies the fundamental concepts, practices, and procedures of the particular field of specialization.
  • Significant on-the-job training or formalized education in specific areas.
  • Requires some evaluation, originality, or ingenuity.
  • Work is varied and may be somewhat difficult, but usually involves limited responsibility.
  • Contributes independently or with a team towards a program or department goal, or service.
  • Interfaces with internal customers and departments.
  • Able to work evenings and occasional weekends based on team needs.
  • Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
Requirements:
  • Associate's degree and 1 year of customer service experience.
  • Proven ability to solve complex problems promptly.
  • A comprehensive understanding of business processes related to the area of support.
  • Strong organization and planning skills.
  • Ability to handle multiple functions at one time.
  • Efficient and effective oral and written communication skills.
  • Intermediate computer skills, including the ability to do some advanced functions within various software packages.
  • Ability to develop expert product knowledge for areas of responsibility.
Preferred:
  • A bachelor's degree in business, finance, accounting, or supply chain is preferred
  • SAP experience.
  • Salesforce experience.
  • Advanced skills in data entry, Google Apps and Drives, MS Office, organization, oral and written communication.
Soft Skills:
  • Customer Service focused, positive attitude, empathetic, agile learner.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.