Customer Service Support Specialist

We are hiring a Customer Service Support Specialist to provide technical administration within Zendesk, supporting the Customer Service department and our customers. This position will ensure the systems, processes, and services run smoothly to meet objectives. This hourly position reports to the Director of Customer Service and will need to be able to come into the office located in Neenah, Wisconsin.

DUTIES AND ACCOUNTABILITIES

• Be the System administrator for Zendesk.
• Assist Customer Service and customers with troubleshooting, resolving issues, and addressing system questions.
• Serve as a subject matter expert in Customer Service systems to support training and process documentation.
• Responsible for system administration of the Customer Service ticket management system.
• Act as a liaison between Customer Service and other departments to ensure issues are escalated and resolved.
• Routinely interface with external customers to respond to questions and provide information.
• Process customer order transactions in the system through to invoice completion and reporting.
• Conduct customer account order and billing audits, including the identification of out of scope work.
• Collaborate with internal teams regarding rate structures to ensure accurate system setup and billing.
• Participate in new customer onboarding project plans to ensure departmental best practices are utilized.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Strong technical and analytical administration, experience in Microsoft Suite, Power BI, and similar software.
• Knowledge of operational management systems such as Warehouse Management, and Order Management.
• Understanding of Reporting and Customer Portals, Workflow Ticket Management, and EDI requirements.
• Knowledge of billing terminology and associated system applications.
• Ability to work independently, is a self-starter, yet able to also thrive in a team environment.
• Exceptional organization and project management skills, with a passion for service and problem-solving.
• Ability to set goals and prioritize multiple initiatives with minimal guidance.
• Strong written and verbal communication skills, to communicate process concepts to non-technical end users.
• Positive and professional attitude toward an ever-changing environment.

PREFERRED EDUCATION AND EXPERIENCE

• Previous experience managing Zendesk is helpful.
• 3-5 years working in a support environment.
• Bi-lingual capability is a plus.

PHYSICAL CAPABILITIES AND REQUIREMENTS

• Willingness to travel when required, generally less than 10% of the time.
• Ability to sit for extended periods of time within an office environment.
• Ability to use hands and fingers for computer keyboarding, and answer phone calls.
• Ability to communicate via the telephone using speaking and hearing skills.

BENEFITS AND TOTAL REWARDS

• Competitive wages, and opportunities for advancement.
• Medical, Dental, Vision, Critical Illness, Accident, and Flexible Spending Plans available.
• Company-paid Short/Long-term Disability, Life Insurance, and Employee Assistance plans.
• Company-paid Time-Off (PTO), Sick Leave, and Holiday Pay.
• Retirement 401(k) Plan with Discretionary Employer Match and Profit Sharing.

 

 

 

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