Customer Support

Job Description

The Customer Support Specialist involves extensive client interaction and service. The Customer Support Specialist will onboard the client’s users into the selected cloud solution following information gathering, analysis, and mapping of the client’s workflow and processes.

The Customer Support Specialist will participate in managing specialized services that support clients of eLynxx Solutions beginning with onboarding and continued day to day management of each client. Specialized services may include contact center support, training of clients and vendors, facilitation of client specific support services (e.g. specification analysis and development, specialized reporting), supplier sourcing, qualification, and onboarding.

The Customer Support Specialist will participate in critical leadership for developing, executing, and continually improving our client facing operational strategies and back office processes.

Responsibilities:

Support both new and existing accounts

Establish and nurture rapport with clients that is conducive to a long-term business relationship

Provide leadership and assume responsibility for key support services including contact center, training, and ongoing account retention via both written and verbal communications

Coordinate client resources and assign project tasks

Conduct client meetings and prospect trainings via teleconferencing

Proactively identify and orchestrate prompt resolution of internal and client issues

Provide advanced problem solving, troubleshooting and system consultation as needed

Promote business growth from existing clients by providing support that is responsive, accurate, timely and delivered in a professional manner

Manage performance of assigned functional areas through metrics that address quantitative, qualitative, and fiscal key performance indicators (KPI’s) as well as client efficiencies

Assist and participate in ongoing development of software from client input and support role experiences

Support business growth activities including demo presentations

Prepare and provide appropriate written documentation to appropriate team members and clients, addressing each facet of implementation for every project, to include an overall rollout plan, timelines, and project assignments

Develop and manage the back office processes and tracking systems required to support and execute prompt and effective implementation of new client programs

Develop, manage and innovate activities to promote effective supplier management activities leading to successful supplier sourcing, qualification, on boarding, activation and on-going engagement

Prioritize and manage multiple complex projects within time, technical and resource constraints

Develop effective relationships with key eLYNXX Solutions executives and managers to gain/maintain a deep understanding of projects, client activities and business priorities

Continually offer input to innovate processes, systems, organization and culture

Requirements:

Bachelor degree (or equivalent experience)

Minimum 5 years experience preferably with a technical services business

Self starter with attention to detail and consistent follow through skills

Strong analytical, critical thinking, and problem solving skills

Excellent presentation skills and comfort in leading groups

Computer literacy to include advanced capabilities using business applications and other web and cloud based applications

Ability to communicate and articulate ideas and strategies, both written and verbal

Ability to interact effectively at all levels, both internally and externally

Ability to negotiate effectively delivering “win-win” results

Ability to manage projects and coordinate efforts across departments

Ability to understand and drive improvement of processes

Ability to multi-task and meet critical deadlines in a fast paced environment

Availability to travel (less than 5%)

Great interpersonal skills - both for varied personalities and technical skill levels

Compensation:

$39,500-$50,000 to start with annual reviews

If someone is an all-star we will consider a compensation increase much sooner

Full-time