Customer Support Specialist

Position Summary:

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 ...