Careers
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3Delta Systems employs ambitious industry professionals to fill challenging technical, marketing, sales and management positions. The company provides a challenging environment and excellent growth opportunities.
The position posted below is currently available:
Client Support Representative
(Morgantown, West Virginia)
Position Overview
A Client Support Representative works as part of a team that handles client support requests from end users. Their main responsibilities are to ensure that client satisfaction is high and that all trouble tickets are being resolved in a timely manner.Essential Job Functions
The Client Support Representative will provide telephone and e-mail support for all 3DSI service and product offerings.
- Expected to be fully trained on all company services and product offerings with the ability to answer account or system questions, or assist with account difficulties
- Research account or system questions using a variety of methods and resources
- Diagnose and resolve technical application and service issues, and to identify and escalate situations that require additional attention to other client support representatives and/or software engineers
- Follow standard client support procedures
- Prioritize calls and support issues
- Log all client interactions as appropriate
- Prepare activity reports
- Stay current with all company services, procedural changes, and updates
- Provide feedback and recommendations relating to key system issues to engineering and/or senior management
- Responsible for timely and professional responses (telephone or email) to trouble tickets, updating support requests, and providing assistance as necessary to resolve client issues
- Must meet contractual service level agreements (SLA) and performance criteria
- Ensure overall client satisfaction
Non-essential Job Functions
- Learn all company service and product offerings, handle any client questions related to technical support, account set up, merchant account processing and/or settlement of payments
- Stay abreast of current industry news, system information, problems, changes; and any updates relevant to industry security issues, internal company security systems, our client community, and the industry as a whole
- Other duties as assigned
Requirements
- College degree preferred; equivalent work experience accepted
- 2+ years of experience providing telephone and email (written) support troubleshooting technical applications
- Travel extensively in the first 2 months of employment for training purposes, with a possibility of up to 10% travel once initially trained; primary destinations to travel to are Virginia and/or Florida
- Working knowledge of fundamental online and office tools (internet, email, Excel, Word, Adobe, etc.)
- Experience with call tracking applications
- Knowledge of and experience with basic client support practices
- Detail oriented, with strong organizational and documentation skills
- Must have excellent oral and written communication skills
Other Skills/Abilities
- Able to communicate effectively and professionally with a variety of technical and business professionals
- Experience in a corporate office environment a plus
EOE M/F/D/V
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
The position is located in Morgantown, West Virginia
If you are interested in being considered for this position, please contact us at careers@3DSI.com