Job Order Detail

Description

The Customer Service Rep  Tier 1 provides primary assistance and support to customers for incoming payrolls and issues related to one or more of Vibe HCMs applications. This role provides courteous and timely problem solving response to customer product inquires via telephone or in written email.  

Critical to success is accurately documenting customer information and recurring technical issues in order to support product programs and product development for future updates. This role works in a supporting team environment to share information and assist team members. This role will also effectively communicate progress to customers and hand-off escalated issues to Tier II or to Product Analysts for completion.

Assess issues and utilize critical and analytical thinking, establishing a course of action to guide the client to a timely resolution
Document customer information and recurring technical issues in order to support product programs and product development for future updates; Track and provide updates in Customer Management System through resolution
Trouble shoot problems with software and recommends corrections, directs and guide client through resolution of issue
Resolve customer concerns regarding implementation, processing, operation, and maintenance or product application; Interface with development teams and implementation teams and across company resources to drive resolution

Job Requirements
Bachelors degree in Business, Accounting, Finance, or related fields from an accredited college or university
At least six months of support experience, preferably in a technology environment strongly desired
Intermediate to advanced computer experience with in-depth knowledge of MS office
Prior use of Client Relationship Management (CRM) and Automated Call Distribution (ACD) software a plus
Prior SQL reporting experience a plus