Spillman Flex Customer Support Specialist

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Matlen Silver
Spillman Flex, Customer Support, client support
Contract W2, Contract
Competitive

Job Description

Job Description summary:

The primary responsibility of the Customer Operations Specialist is to effectively manage the Lifecycle Service (LCS) business for their assigned Spillman Flex customer contracts and ensure customer satisfaction with Spillman Flex Support and Services. Customers are the first responder - Police and Fire calling about open cases/ orders for issues with Flex systems. This requirement is due to an Increase in workload and the need for someone to help manage customer inquiries from start to finish

Day to Day:
Provide customers/customer advocate a single point of contact for Spillman Flex Support to ensure service delivery and Service Level Agreements (SLA) compliance.
Work with customers/customer success advocate to discuss concerns and drive corrective actions to closure.
Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables.
Ensure that Customers receive appropriate and timely reporting on reported software issues.
Manage product quality issues as needed
Engage in the case management process to ensure proper service delivery.
Lead and manage the coordination of change requests; managing the response and implementation of approved changes.
Oversee the change implementation into service delivery operations in coordination with the Customer.

Must haves:
Understanding of products and services and must have experience with Spillman Flex CAD produce
Understanding of ServiceNow and/or Remedy ticketing tools and Excel.
Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures
Exceptional interpersonal skills required
Strong verbal and written communication skills


Company Information

Matlen Silver is the hardest working staffing team in the U.S. We do what we know is right for consultants and companies, creating a unique and powerful recruiting and talent experience. We don’t just say we’re hard-working. We are. We don’t just invest in great people, we invest in people with guts, who don’t stand alone with integrity, but together as one united front. Our core is a powerhouse that can’t be described but should be experienced.

Dice Id : matlennj
Position Id : 100999535218976
Originally Posted : 2 months ago

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