Market Application Support Specialist

SEAGA MANUFACTURING INC 1; Town of River Falls (WI); On-site; USD 52,000 - 72,000; Full time

Job summary

SEAGA MANUFACTURING INC 1 is seeking a dedicated Market Applications Support specialist to assist customers by phone, email, live chat, or in person. You will analyze inquiries, provide solutions, and coordinate with internal teams to ensure complete satisfaction.

You will maintain records, stay updated on industry trends, and participate in a rotating Saturday remote schedule to ensure continuous coverage for market applications.

Qualifications

• 4+ lines of customer service experience in fast-paced environments.
• Strong written and verbal communication skills.
• Ability to troubleshoot and resolve problems effectively.
• Proven track record in maintaining accurate records and following up.

Responsibilities

• Interact with customers via phone, email, live chat, or in person and provide prompt, courteous assistance.
• Address inquiries, concerns, and complaints to ensure satisfaction.
• Identify needs to provide solutions or escalate to the appropriate department.
• Liaise between customers and internal teams for effective resolution.
• Follow up to ensure issues are resolved and records are accurate.
• Keep ahead of industry trends to anticipate customer needs and provide proactive support.
• Collaborate with team to improve customer service processes and support market applications.
• Maintain a regular on-site schedule and participate in rotating Saturday remote support for coverage.

Skills

Customer service

Verbal & written comm

CRM

Microsoft Office

Problem solving

Time management

Multitasking

Empathy

Shift flexibility

Education

BA/BS or equivalent

2 years customer service

2 years technical experience

Tools

CRM systems

Microsoft Office

Job description

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 escalate 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.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 experience2 years of technical experienceProficiency in using customer service software, CRM systems, and other relevant tools including but not limited to Microsoft Office.