Customer Service/ Help desk/Tech support

Vertisystem; Beaverton (OR); On-site; USD 33,000 - 37,000; Full time

Job summary

Vertisystem is seeking a Customer Support Analyst in Beaverton, OR, to enhance customer relationships with Sage by assisting with product inquiries and issues. You will provide outstanding support via various channels while ensuring customer satisfaction and operational efficiency.

Your responsibilities include identifying software issues, documenting customer interactions, and maintaining knowledge of product offerings. This 6-month contract job offers a pay of $16/hour with flexible shift opportunities.

Responsibilities

• Provide extraordinary customer experience via various channels (telephone, email, chat, social media) in a support-center environment.
• Identify root causes of software or system issues using analysis and testing techniques.
• Utilize Knowledge Center Support (KCS) methodologies to resolve issues and enhance knowledge capital.
• Assist customers in maximizing the value of Sage products and services.
• Document each customer contact clearly using tracking systems.

Job description

Job Title

Customer Support Analyst

Location

Beaverton, OR 97006

Contract

6 months contract with possibility to go longer

Pay

$16/hr

Shift & Hours

Three shifts: 6am PST, 7am PST, and 8am PST. Each shift is 8 hours. Training (minimum 2 weeks) will be 7am-4pm.

Job Overview

As an analyst, you will be responsible for enhancing each customer’s relationship with Sage by providing assistance for customers with questions or issues regarding Sage's products or services and their application in the customer’s business operating environment.

Responsibilities

• Provide an extraordinary customer experience by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.) in a support‑center environment while adhering to scheduled shifts, procedures, metrics, and departmental goals.
• Identify the root cause of the client’s software or system issues and use system analysis and testing techniques to solve low to moderately complex application or system issues.
• Use Knowledge Center Support (KCS) methodologies to efficiently resolve issues and contribute to the company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies.
• Assist customers in gaining the most value from their Sage products and services.
• Identify additional opportunities for Sage solutions to benefit the customer’s business needs.
• Document each customer contact using our contact tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information to appropriate resources.
• Work collaboratively and effectively within a team of peers, maintaining a positive, constructive attitude in the workplace.
• Prioritize work balancing importance from the customer perspective and operational efficiency, following through on commitments, communicating status, and managing time and resources to ensure the best possible outcome for the customer, employee, and organization.
• Stay current on technical and business knowledge in all assigned applications, as well as support processes and procedures.

Equal Opportunity Statement

All information will be kept confidential according to EEO guidelines.