Customer Service - General, Admin - Data Entry/Billing, IT - Operations and Support
Summary: The Support Desk Coordinator will support the company’s general business activities and report to the Technical Services Managers. Core activities for the Associate will include: receiving and corresponding to Client incoming calls, emails and questions, opening service tickets and routing issues per procedure, monitoring remote support queue, support to Technical Services Managers, and supporting client and internal projects and deadlines.
Duties and Responsibilities; other duties may be assigned.
Responsible for answering support phone calls and transferring to appropriate person/department.
Responsible for the input of all incoming support requests via email, phone, and website.
Responsible for making Client follow-up calls on service orders/calls, monitoring support queue, tracking & resolving issues; reporting to Management.
Assist with Client escalated issues.
Assist with preparing and modifying documents including client & internal correspondence, reports, drafts, memos, flowcharts, and procedures.
Assist with creating and maintenance of processes and procedures to maximize efficiencies and client service.
Responsible for receiving in software; creating and maintaining accurate contracts for Client software; including SSL Certificates.
Responsible for creating licensing renewal opportunities.
Responsible for maintenance and tracking of RR SPAM Filtering renewals.
Data tracking for Support Desk activity (surveys, open calls, call back times, licensing renewals).
Skills and Experience
2 years proven office experience
Pleasant phone voice and demeanor
Outgoing and confident personality
Must have strong organizational skills
Knowledge of Microsoft Office, including but not limited to Outlook and Excel
Ability to work with limited direction
Client service attitude with excellent interaction skills
Strong client and team interaction focusing on:
Excellent verbal and written communication skills
Ability to multi-task in a fast paced office environment
Competency: Here are River Run’s core values to make clients extraordinarily happy.
F: Focused on Clients: This is the leading value a new candidate must understand and live by. Our “WHY” is to help clients achieve meaningful results and our people make that happen.
I: Innovative: Our future growth depends on improving ways to market and sell our products and services. Internal improvement suggestions and out of the box thinking are needed in order to be successful in this role. A successful candidate must also have the ability to generate new and innovative approaches to issues and adjust quickly to changing priorities and complex conditions.
P: Positive: Be able to reinforce an upbeat, fun atmosphere and exemplify a “can do” spirit.
P: Precise: Perform jobs and tasks with thoroughness, detail and exactitude. Must implement, follow and lead with best practices.
E: Engaged and Communicative: Must be an experienced team member who employs active listening and utilizes direct and appropriate communication skills. Teamwork is important and this person will need to be able to reach out to others in a collaborative manner.
R: Responsible: Must accept and enforce obligations to the client and other team members willingly and meet those commitments.
D: Driven: Passionate and focused on purposeful actions with the ability to control the situation and be pro-active. Must demonstrate a track record of working hard to complete a job and expects personal and team performance to be nothing short of world class.
Education: Associates Degree or equivalent experience in the position requirements.
Transportation: Must have a reliable vehicle, valid driver’s license and valid insurance.
The employee may regularly lift and /or move up to 10 pounds.
This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform any other related duties as may be required by their supervisor.