IT Customer Support Specialist

Overview:

CobbleStone Systems is looking for a dynamic addition to their fast growing IT department. This Candidate will join a results oriented, fun environment with responsibilities ranging across multiple aspects of the business.

Job Function:

A professional support position, the Customer Success Representative is responsible for a range of support activities under the supervision of the IT Director. This position requires a high level of analysis and decision making. The position is primarily responsible for providing customer on our software, diagnosing & isolating problems and determining and implementing solutions.

The duties of the promoted position include, but not limited to:

• Identify and learn applications and software used and supported by CobbleStone.
• Client Support

o Provide customer support and technical assistance (Tier 2) for client issues and requests

.o Respond to requests via phone, email and ticketing system.

o Follow-up with customers to ensure issues have been resolved.o Monitor and respond quickly and effectively to requests for support.

o Transfer knowledge and documentation to the help desk to facilitate robust service support.

Internal Support

o Support implementation staff with client implementations and configurations.

o Provide support (Tier 2) for internal queries, issues and requests.o Monitor and respond quickly and effectively to requests for support.o Support testing and release efforts of software programs/applications.

• Support Team

o Assist with management of processes for support actions and escalations.

o Assist support team on all support related efforts in ticketing system, emails and phone calls.

o Assist with management of team standards, goals and objectives.

o Assist with monitoring daily workflow of support team and ensure procedures are followed.

Corporate

o Maintain and assist customers with a high level of customer satisfaction.

o Maintain strong written and verbal communication skills.

o Manage time and priorities when working on multiple projects with multiple deadlines

.o Mentor newer staff members. Other duties as communicated by company.

KSA (Knowledge, Skills & Abilities) Qualifications:

· Provide general customer reach out, administrative support to customers.

· Assisting with management, implementation, sales and IT with client reach outs;

· Scheduling meetings and appointments.

· Managing scheduling

· Answering phones & perform professional account check-in with customers.

· General client support: schedule trainings, optimization, support/help, send communications to current & prospective clients;

· Assist with general office duties such as: data entry, typing letters, mailers, responding to e-mails,

· Assist with system/application documentation efforts.

· Must be proficient in MS Word, Excel, PowerPoint, scheduling software and have good computer skills.

· Must type approx. 40 words per minute or similar & have good communication skills.

· Must be customer focused, organized and timely.

· Must pass [and maintain] criminal, drug, and background test.

· Assist with other office duties.

· Support managers with general direction of company and promote the mission and goals of company.

· Handle sensitive information and maintain high level of confidentiality,

· Follow corporate policies as set forth by company.

· Other duties set forth by management.

· Familiarity of a professional office environment (1 year experience or equivalent education)

· Proven experience with support, customer relations or similar office environment Administrative assistant

· Knowledge of office responsibilities, general accounting, business systems, and office procedures

· Knowledge of general computer skills as it relates to an office environment

· Experience with Microsoft Office (Word, Excel, PowerPoint, Outlook, Access)

· Professional writing and documentation knowledge or experience.

· Use of Online/Web-Based Applications and Systems

· Strong presentation and demonstration skills

· Strong interpersonal, communication and writing skills

· Be self-motivated individual

· Understand and adhere to company, team and department’s policies and procedures.

· Understand and work toward meeting the company’s mission and corporate goals, such as but not limited to: assisting or performing duties related to customer acquisition, customer satisfaction, customer retention, risk mitigation, an/or cost savings.

· Understand your job duties and metrics; perform annual training as requested by the company.

· Professionally manage duties, be on-time, detail tasks management, client feedback and suggestions.

· In-depth understanding of CobbleStone products and features as required by your specific role.

· Respond to internal and external related inquiries or requests and aid other staff members as required.

· Schedule calls, meetings, tasks, planning events, implementation, training, maintain the team’s agenda

· Work with CobbleStone team members, where necessary, to recommend solutions that support the company mission and goals.

· Take direction from management, directors, superiors, and others and provide advice in a professional manner.

· Track and report on metrics

· Professional communication and team interaction.

· When asked: assist and/or lead the mentoring of other staff.

· Understand your roles, job duties and metrics.

· Perform general office duties inclusive of answering phones, emails, meetings, and other related job duties.

· Retain strict confidentiality obligations of company policies and those if its clients; inclusive of not participating in, responding to surveys/questions, or posting company/client/vendor/employee or non-public information on social media sites or other public sources.

· Maintain compliance with PTO and time-off policies, security policies, and comply with applicable laws, regulations, and client contract obligations; strive to schedule all time-off in advance and coordinate with manager and Human Resources.

· Be reliable, professional, and maintain a high level of customer satisfaction.

· Assist with meeting Companies goal of client revenue growth, client retention, profitability goals.

· May require overnight travel for multiple days

· May require travel, both in the US and International (can be overnight for multiple days)

· May require long period of time at a computer

· May require long walks, stairs, standing, both onsite and on travel

· May require lifting or traveling with items up to 50 lbs.

· Adhere to company policies and procedures.

· Assist with other duties assigned as required to achieve company’s mission.

To apply for this position please utilize the one click apply or reach out via phone at 1-856-784-1139 ext. 1141

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status

About CobbleStone:

Founded in 1995, CobbleStone is the leading contract lifecycle management software that is trusted by thousands of users every day. The CobbleStone software is a United States government contractor and a leader with procurement, legal, and risk management software. To learn more about what we do, visit us online at www.cobblestonesoftware.com.

Job Type: Full-time

Pay: $40,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Ticketing system: 1 year (Required)

Ability to Commute:

• Lindenwold, NJ 08021 (Required)

Work Location: Hybrid remote in Lindenwold, NJ 08021