Market Application Support Specialist

Seaga Manufacturing 1; Town of River Falls (WI); On-site; USD 53,000 - 57,000; Full time

Job summary

Seaga Manufacturing 1 in River Falls, WI seeks a customer service professional to support North American markets. This full-time on-site role requires handling inquiries via phone, email, live chat, and in person, delivering prompt, courteous solutions.

You will maintain product knowledge, collaborate with internal teams, and follow up to ensure complete issue resolution, while adhering to schedules and supporting weekend coverage as needed.

Qualifications

• Experience in a customer service role in a fast-paced environment.
• Excellent verbal and written communication with a professional demeanor.
• Strong problem-solving and decision-making skills.
• Proficiency with CRM systems and Microsoft Office.
• Organizational skills with attention to detail.
• Ability to multitask and manage time effectively.
• Flexibility to work evenings, weekends, and holidays if required.

Responsibilities

• Interact with customers via phone, email, live chat, or in person.
• Provide prompt and courteous assistance and address inquiries, concerns, and complaints.
• Identify customer needs and provide appropriate solutions or escalate as needed.
• Maintain in-depth knowledge of products, services, policies, and procedures.
• Act as a liaison between customers and internal teams to resolve issues.
• Follow up with customers to ensure issues are resolved and document interactions.
• Keep ahead of industry trends to anticipate customer needs and provide proactive support.
• Collaborate with team members to improve customer service processes and outcomes.
• Participate in shared projects to ensure hardware and software are up to date.
• Maintain a regular on-site work schedule Monday through Friday; rotating Saturday remote support.

Skills

Customer service

Communication

Problem solving

Empathy

Time management

Organization

Multitasking

Education

BA/BS or equivalent

Tools

CRM systems

Microsoft Office

Job description

Job Details: Job Location: River Falls (WI) - River Falls, WI, Position Type: Full Time, Salary Range: $53000.00 - $57000.00Salary,

For over a decade, we have been at the forefront of micro-market innovation, delivering customized solutions that empower operators and delight end-users across North America.

We believe in building lasting partnerships with operators who share our commitment to quality, service, and cutting-edge technology.

Responsibilities:

• Interact with customers via phone, email,live chat, or in person,and provide prompt and courteous assistance.
• Address customer inquiries, concerns, and complaints in a timely and efficient manner to ensure complete customer satisfaction.
• Identify and assess customer needs to provide appropriate solutions or to escape to the appropriate department when necessary.
• Maintain in-depth knowledge of company products, services, policies, and procedures to provide accurate information and recommendations to customers.
• Act as a liaison between customers and internal teams to facilitate effective communication and problem resolution.
• Follow up with customers to ensure their issues are fully resolved and maintain accurate records of customer interactions.
• Keep ahead of industry trends and developments to anticipate customer needs and provide proactive support and recommendations.
• Collaborate with team members to improve customer service processes, identify areas for improvement, and contribute to overall customer satisfaction goals.
• Participate in shared projects to ensure hardware and software is up to date and working successfully.
• Maintain a regular on-site work schedule Monday through Friday during scheduled hours to provide consistent support for market applications and internal stakeholders.
• Participate in a rotating Saturday remote support schedule shared among all Market Application Support team members to ensure ongoing customer and operational coverage.

Qualifications: Requirements:

• Proven experience in a customer service role, preferably in a fast-paced environment.
• Excellent verbal and written communication skills with a professional and friendly demeanor.
• Strong problem-solving and decision-making skills.
• Ability to handle challenging customer situations with empathy and professionalism.
• Proficiency in using customer service software, CRM systems, and other relevant tools including but not limited to Microsoft Office.
• Good organizational skills with attention to detail.
• Ability to multitask, prioritize, and mange time effectively.
• Flexibility to work in shifts, including evenings, weekends, and holidays if required.
• Positive attitude and a genuine desire to assist and satisfy customers.

Preferred Qualifications:

• BA/BS or equivalent practical experience.
• 2 years Customer Service experience
• 2 years of technical experience
• Proficiency in using customer service software, CRM systems, and other relevant tools including but not limited to Microsoft Office.