Job Description

The Customer Support Specialist reports directly to the Customer Support Manager and plays an integral role in daily support and service to our customers. Once a customer is actively using Muni-Link’s cloud-based software, the Customer Support Team will provide ongoing support on customer calls, emails, and live chats. The Customer Support Specialist will follow through each task until a solution is taken back to the customer and reviewed to their satisfaction. Once trained this position will have a hybrid work week onsite and remote.

Key Responsibilities

• Serve as the first point of contact for Muni-Link Billing customers seeking assistance over the phone, email or live chat
• Give clear and concise direction to customers on how to use software components
• Troubleshoot and effectively be able to comprehend the issue described by the customer through pertinent questioning
• Document all customer interactions in CRM or other customer databases, and alert management of important customer issues or problems needing further escalation for resolution
• Build strong customer relationships and generate high customer satisfaction
• Train the customers on the software functions when necessary
• Provide ongoing support, assistance and follow-up
• Escalate significant problems and issues promptly to Customer Support Manager
• Improve operations whenever possible
• Be patient, courteous and respectful at all times, to empower and encourage customers
• Strive to resolve incidents on first contact

Additional Responsibilities

• Help maintain feature Requests – record, report, update the ticket and customer regularly, and track to completion.
• Maneuver efficiently through Microsoft Applications – Outlook, Word and Excel
• Understand, maintain and support outside vendor software that interface’s with Muni-Link
• Keep Customer records updated in our Muni-Link software and CRM – phone, emails, employee contacts
• Prioritize and escalate significant customer issues promptly to Customer Support Manager when necessary
• Encourage opportunities to upsell/cross-sell Muni-Link’s other module’s and products when speaking to customers, passing along leads and referrals to Sales Manager
• Assigned project specialist tasks (Regression Testing, Bill Print, Documents, Meter, Accounting)
• Other customer support specialist tasks, as assigned

Skills Needed:

• Basic understanding and ability to use Microsoft business applications – Outlook, Word and Excel
• Organized
• Demonstrated understanding of working with software/technology
• Strong Interpersonal and External personal skills (Excellent Communication skills)
• Customer service oriented
• Honesty and integrity
• Positive attitude and enthusiasm
• Balance
• Creativity
• Determination and teamwork
• Strong work ethic
• Excellent multi-tasker with a focus on efficiency
• General business knowledge
• Excellent customer skills
• Ability to learn software quickly

Preferred Qualifications: Requirements

• General business / financial concepts, accounting knowledge a plus

Education/Experience: Typically requires a bachelor’s degree (or international equivalent) and 0-2 years of relevant experience.

Location: Bellwood, PA

#HP1