Customer Service Specialist

REYNOLDS & REYNOLDS CO; Andover (MA); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with match

Professional development

Promotion from within

Paid vacation

Paid holidays

Referral bonuses

Job summary

Reynolds and Reynolds, in partnership with TSD Mobility Solutions, is seeking a Customer Service Specialist to support our SaaS platform. You will assist clients by troubleshooting navigation, software usage, and connectivity issues, via phone and email, while documenting interactions in our ticketing system.

The role offers in-office weekday hours with shift options and opportunities to mentor teammates, learn about products, and grow within the company.

Qualifications

• 1+ years of experience in customer service.
• Strong written and verbal communication skills.
• Experience troubleshooting and training customers on software products preferred.
• Bilingual in Spanish is a plus.

Responsibilities

• Offer excellent customer service for SaaS products via phone and email.
• Maintain and develop a knowledgebase of problems and solutions.
• Document customer interactions in the ticketing system with detail.
• Explain application functionality and assist customers to improve product knowledge.
• Troubleshoot issues and escalate to ensure timely resolution.

Skills

Customer service

Communication

Problem solving

Spanish language

Education

College degree or equivalent experience

Tools

MS Office

Job description

Job Description

*In office position working Monday-Friday Shift Options: 4 days 8am-5pm and 1 day 10am-7pm or 3 days 8am-5pm, 1 day 9am-6pm and 1 day 10am-7pm

TSD Mobility Solutions, Inc., an affiliate of Reynolds and Reynolds, is looking for a Customer Service Specialist to join our growing team. As a Customer Service Specialist, you will be responsible for providing excellent customer service to our clients in all interactions supporting our software as a service (SaaS) product. This position will assist our customers by troubleshooting and resolving navigation, software usage, and/or system and connectivity issues, escalating when necessary to ensure timely resolution. This role serves as a great stepping stone for associates who are looking to grow within our company as you have the ability to learn more about our industry. The Customer Service Specialist requires the ability to act as a mentor within the support team, sharing skills and knowledge with the department members to meet departmental goals, while handling mid to high volume calls and email support. You will act as the liaison between our customer base and development and other departments, including reporting enhancement requests and design issues as they arise.

Responsibilities will include, but are not limited to:

• Offer excellent customer service assisting our clients with our software-as-a-service products via phone and email.


• Leverage, develop and maintain a knowledgebase of problems and solutions to assist your teammates.


• Provide accurate documentation in our ticketing system on each customer interaction noting details in incident or request, customer contact information, and progress or resolution.


• Provide helpful, friendly support explaining application functionality, assisting customers to increase their own knowledge of our software.


• Troubleshoot and resolve navigation, software usage, and/or system and connectivity issues, escalating when necessary to ensure timely resolution.

Training

On the job training.

Requirements

• College degree or equivalent experience preferred


• Must have 1+ years of experience in customer service


• Experience troubleshooting and training customers on software products preferred


• Bilingual in Spanish is a plus


• Proficient in MS Office products


• Excellent written and verbal communication skills


• Strong problem solving and follow-up abilities

College degree or equivalent experience preferred. Must have 1+ years of experience in customer service. Experience troubleshooting and training customers on software products preferred. Bilingual in Spanish is a plus. Proficient in MS Office products. Excellent written and verbal communication skills. Strong problem solving and follow-up abilities

Benefits

• Medical, dental, vision, life insurance, and a health savings account


• 401(k) with up to 6% matching


• Professional development and training


• Promotion from within


• Paid vacation and sick days


• Eight paid holidays


• Referral bonuses

Reynolds and Reynolds promotes a healthy lifestyle by providing a non-smoking environment. Reynolds and Reynolds is an equal opportunity employer.