CenterEdge Software
  • Roxboro, NC, USA
  • Full Time

Health Insurance, 401K, PTO, Holidays, Short-term, Long-term disability, Family Entertainment Center Discounts, Tuition Assistance


Do you enjoy working with customers to provide a strategic and effective customer solution?  Do you have great customer service skills and a strong technical aptitude?  If so, we have an amazing growth opportunity for you with one of the leading software companies in the family entertainment business

This is an entry-level position on the Operations team responsible for direct correspondence to the customer, providing general support across all products.  As the first point of contact for all incoming support inquiries, Customer Advocates triage incoming tickets and route them to the appropriate team. Each Customer Advocate will thoroughly document software processes and procedures used to resolve issues. Ensures that all SLA commitments are met, and the quality of service is sufficient.  Individuals will be in training mode up to and until the 6-month mark of their employment. Our career path for Customer Advocates is based on our in-house training and certifications' process which allows our Advocates to moved to an Advocate Specialists and then to an Advocate Engineer.

Customer Advocates are expected to solve at least 75 tickets per week, maintain a satisfaction rating of 96% or above, and produce at least one knowledge base article each week.

On average, a Customer Advocate should spend 80% of their time handling customer issues, 10% planning and projecting time (knowledge base), 5% receiving coaching, and 5% in meetings.

What are your duties?

  • Answer phones, voicemail and email inquiries using best practices as instructed to ensure quality service.
  • Determine requirements to resolve inquiry by clarifying information, researching troubleshooting techniques, and/or providing feedback to customers.
  • Meet all SLA and KPI requirements as defined by management.
  • Document all inquiries, including resolution in a timely manner.
  • Utilize resolution to assist in the development of the knowledge base.
  • Identify other knowledge base needs and assist in drafting information.
  • Serve after-hours on call when deemed necessary by management.
  • Travel possibly to customer's site to assist in troubleshooting or installation when deemed necessary by management.

Qualifications

  • Excellent oral and written communication skills
  • Ability to troubleshoot and solve most customer related issues
  • Ability to communicate and/or document work completed and processes used in a knowledge base
  • Very basic exposure or understanding of SQL
  • Background and work experience in the entertainment/hospitality industry/retail
  • High School Diploma
  • Detailed experience in Customer Service
  • May be required to lift up to 25 pounds
  • Must be able to move about inside the office to access necessary items/staff
  • Ability to operate a computer and other office machinery
  • Able to travel if necessary
  • Authorized to work in the U.S. without a visa or other sponsorship.

 Bonus Skills

  • 2-3 years strong customer service experience
  • Strong technical and communication combined
  • 2-3 years call center customer service

 

Cultural Fit

  • You have a passion for writing great code with the desire to achieve and exceed goals.
  • You are personally accountable for your work and love creating value for your users.
  • You have a desire for the team to succeed above personal preferences.
  • You are extremely technical, but also have a passion to constantly learn and develop new skills.

Location:

Roxboro, NC. 

Must be authorized to work in the United States; candidates requiring Visa sponsorship WILL NOT be considered.

Must be willing to undergo a pre-employment background check and drug screen, in accordance with local law/regulations.

 

Important:

Applicants may be interviewed and hired prior to the closing date of this ad.

You must be authorized to work in the United States; candidates requiring Visa Sponsorship will not be considered.

CenterEdge is proud to be an Equal Opportunity Employer

Apply today at: https://centeredgesoftware.applicantpro.com/jobs//

 

CenterEdge Software
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