[Hiring] Client Support Representative Tier 1 @TMA Systems

Role Description

Provide world-class client support via phone and email for various TMA Systems products. Achieve expert knowledge in assigned products we offer in order to provide excellent support to our clients.

• Delivers world-class Client Support via phone and email to drive client retention.
• Answers incoming client requests in a fast-paced environment.
• Identifies and resolves non-routine technical problems for specific product lines by following troubleshooting procedures to meet daily support requirements.
• Professionally document issues for resolution.
• Escalate complex issues to Tier 2 when needed, with clear context.
• Develops and maintains advanced troubleshooting skills using industry standard or company trained methodologies.
• Demonstrates a “client first” mentality and willingness to go above and beyond to exceed customer expectations.
• Maintain ownership of each case, ensuring follow-up and resolution.

Qualifications

• Bachelor’s degree and 2+ years of client service experience.

Requirements

• Working knowledge of the internet and web browsers such as Chrome, Safari, Microsoft Edge and Firefox.
• Working knowledge of MS Office suite of products such as MS Excel, MS Word, and MS PowerPoint.
• Working knowledge of Microsoft CRM, Microsoft 365, Apple iPad, Android tablet, iPhone.
• Knowledge of CMMS is a plus.
• Ability to perform with high energy and enthusiasm.
• Ability to work independently while contributing to a highly collaborative remote team.
• Ability to maintain the highest level of professionalism, confidence and integrity while directly dealing with internal and external customers.
• Works well in a team environment and interacts well with all levels of the organization.
• Proven ability to develop and maintain strong client relationships.
• Ability to take initiative for self-development and exhibits patience in learning new processes.
• Excellent written, oral and listening communication skills.
• Ability to think analytically to identify issues as well as solutions to problems.
• Ability to complete all assigned duties with limited supervision and understands when to properly escalate cross-departmentally or to management.
• Ability to quickly learn, adapt to new information and understand company concepts in a timely manner.
• Effectively communicate with members of your team and department to constantly drive issues toward resolution.

Benefits

• Competitive compensation plan.
• 401(K) Contribution.
• Employer paid benefits: health, dental and vision.
• Professional development plans.
• Career progression/internal mobility opportunities.
• Inclusive work environment.
• Volunteering opportunities.
• Company/team building events.