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Spring House

    Support Specialist - Spring House, United States - Russell Tobin

    Russell Tobin
    Russell Tobin Spring House, United States

    4 days ago

    Russell Tobin background
    Technology / Internet
    Description

    What are we looking for in our Support Specialist?

    Duration: 3 Months Temp to Hire
    Schedule: Monday - Friday, 7:30 to four (a bit flexible)
    Pay Range: $17-$25/hr on W2 (DOE)

    Responsibilities

    General Customer Support:

    • As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer, or reassignment path, achieving resolution and customer satisfaction.
    Service Scheduling and Processing:
    • Monitor & respond to customer requests ensuring effective communication
    • Process requests for equipment service
    • Schedule regular maintenance and record all event activities in applicable CMMS
    • Monitor & respond to customer requests, ensuring response times are within the requirements identified in the customer Statement of Work and Service Level Agreement.
    • Review and schedule preventive maintenance and other scheduled compliance activities (OQ, PQ and validation) and dispatch, accordingly, coordinating scheduling meeting customer requirements.
    • Utilize applicable CMMS, to capture pertinent detail regarding the event.
    • Complete follow-up transactions in an organized, detailed, efficient manner, meeting deadlines. Data entry is accurate and errors minimal.

    Coordination:

    • Responsibility to provide visibility to accuracy of data in comparison to process, metrics and KPI
    • Presentation of results to manager
    • Point of escalation within the Customer site teams
    • Point of contact within the team to share and implement best practice & training opportunities

    Communication:

    • Ability to articulate with technically oriented people, quickly establish rapport, gain their confidence, respect and trust.
    • Communicate timely program information to selected service providers to ensure satisfactory delivery of acquired services and materials.
    • Discuss troubleshooting/repair situations with service providers or customers, in a professional, cost effective manner, utilizing poise, tact and diplomacy to obtain cooperation and results.
    • Monitor open requests, working to achieve closure, and meeting metrics requirements.
    • Escalate problems to manager or the appropriate program leader or customer program contact for strategy development and participation as appropriate.
    • Follow up to ensure that all questions/requests/customer commitments are responded to or resolved to the customer's satisfaction.

    Basic Requirements:

    • Associate Degree and 2+ years of experience in a team-based customer service environment OR High School Diploma with 4+ years of experience
    • Microsoft Office experience, including MS Outlook
    • Excellent verbal and written communication skills

    Preferred Qualifications:

    • High level of commitment to the customer.
    • Ability to work effectively in a team and individually; organized with great time management skills.
    • Demonstrated experience and proficiency using software for word processing, email, order entry, and others as required. Proficiency in Microsoft Office; SAP, Service Max, and Maximo experience desirable.
    • Exceptional Analytical skills
    • Excellent Excel skills
    Russell Tobin offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

    #CB

    Rate/Salary: $17-$25/hr on W2 (DOE)

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