Application Customer Support

Description

• Monitors, tracks, and documents customer support calls and related activities in a CRM system.
• Develops content for an AI based case resolution solution to assist customers with common questions and problems.
• Utilize internal AI-powered tools to analyze customer issues and expedite problem resolution.
• Uses SQL Query, reporting tools, and spreadsheets to examine underlying data.
• Assists customers with use of Viewpoint software core product(s) and point-solutions: Vista, Procontractor, and Spectrum.
• Serves as an on-call resource for International calls as part of normal department rotation, as assigned.

Requirements

• Ability to understand technical concepts and communicate them clearly to individuals with varied backgrounds and skill levels.
• Demonstrates a basic understanding of AI agents and their usage.
• Ability to quickly develop and maintain a high level of knowledge of (Viewpoint) software products and remain expert on current product knowledge both from an internal and from a user perspective.
• Demonstrated ability to empathize with customers, actively listen; ability to always defuse situations rather than intensify one.
• Excellent problem-solving skills, a strong customer-service orientation and commitment to ensuring timely, quality solutions to customer issues.
• Has a willingness to think outside the box in regards to how AI tools can be used to make case handling quicker and more efficient.
• Bachelor’s degree, preferably with an emphasis in business, accounting or other relevant discipline or relevant experience.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance