Greater Pittsburgh Area, PA 15222
You will demonstrate excellent professional communication skills, applying deductive approaches to troubleshoot issues, documenting solutions for continuous improvement, and providing support as outlined below. In this team-based environment, you will be in the heart of the action with opportunities to apply your skills on new and exciting challenges.
Ensure customer requests are thoroughly investigated, processed accurately, and are closed within internal response-time targets.
Triage and route incoming customer support requests
Develop relationships with customers by becoming a trusted advisor and partner for all their needs
Follow documented process steps to efficiently prioritize, document/track, and resolve customer requests; or escalate to support teams and subject matter experts as appropriate
Recommend proactive solutions/improvements; contributes to the proactive development, implementation, and administration of customer support help sheets, usage guides, and FAQs for end users
Process new Partner applications
Continually develop and maintain product knowledge and personal domain expertise to ensure Partner and client satisfaction and to meet organizational goals
Positively represent the company and develop goodwill in all customer interactions
Assist with other tasks as required
Strong experience in a customer support role or combination of education and associates or bachelor’s degree
Experience in a high-impact customer support role
Bachelor’s degree from an accredited university
Experience working with a global customer base
Multilingual (Mandarin/Spanish a plus)
Strong communication skills both written and oral
Detail oriented with strong organizational skills
Strong analytical, planning and communication skills
Ability to identify process improvement opportunities
Strong interpersonal skills
Customer-centric, and a team player focus
Proficiency in Microsoft Office products (Word, PowerPoint, and Excel)
Strong business acumen
To learn more about benefits and perks apply online!
"Whether you are looking to fill or looking to advance your career, I would strongly suggest speaking to Scott and his team at OpenArc. Scott and his team provided a consultative and hands on approach throughout the entire process in my recent transition. Their unique approach was unlike anything I've experienced either as a candidate or a hiring manager,"-Mark Quinn, Service Sales Executive at Siemens Medical Solutions, USA, Inc.
"Working with OpenArc was a great experience. The position I accepted was accurately described and my questions on benefits, paid time-off, and holidays and more were promptly answered. The entire OpenArc team was a very professional and to the point. I highly recommended OpenArc to all of my peers."- Lisa McLaughlin, Executive Director, ACAPT