Customer Portal & CRM Support Rep II (Oracle CRM, Sharepoint, Salesforce CRM, ServiceNow)

Conexess Group is a company that provides support for various customer and vendor portals, CRM systems, and related tools. They are seeking a Customer Portal & CRM Support Rep II to provide first and second level support to users, troubleshoot issues, and maintain professional rapport with customers.

Responsibilities:

• Provides timely support by assessing, researching and resolving customers’ issues
• Maintains a strong level of professionalism, establishes a positive rapport with customers via call, chat, and case
• Troubleshoots and investigates possible system anomalies, understanding if it is ‘working as designed’ or a bug
• Escalates complex customer inquiries and system issues for resolution to the level III support representative
• Documents details of the customer issue in a case
• Documents support instructions for team-wide use in a database
• Updates customer support cases, determines the correct support queue for submission and resolution as needed
• Maintains expected company-wide support metrics regarding response and resolution times
• Supports system software development with testing activities as assigned
• Completes special projects (data review, data updates, housekeeping) as assigned
• May perform other duties as assigned

Requirements:

• Minimum of 3 years of experience in a support role or related field
• Able to learn and navigate the details of moderately complex systems, tools and processes
• Able to ask probing questions to get to the root of a customer's inquiry
• Able to contact and build rapport with various technical teams for investigation support as needed
• Able to work on routine tasks consistently and efficiently
• Able to apply acquired job skills and company policies and procedures to complete assigned tasks
• Strong verbal communication and customer relations skills
• Strong written communication skills
• Able to document processes and instructions into steps (KCS or Knowledge-Centered Service)
• Reliable, able to complete solo tasks and meet deadlines
• Should have intermediate Microsoft Excel skills like filter/sort, copy/paste and basic formulas for special projects as assigned
• Some college preferred