Muni-Link: Customer Support Specialist I

Socket.dev; Altoona (PA); Hybrid; USD 38,000 - 52,000; Full time

Job summary

Muni-Link, a leading cloud-based municipal billing software provider, is seeking a Customer Support Specialist in Altoona, PA. The role entails handling calls, emails and live chats to assist customers, documenting interactions in CRM, and escalating issues as needed.

With a focus on customer satisfaction, you will train users on software features, build relationships and strive for first-contact resolutions. The position offers a hybrid work schedule combining onsite and remote work.

Qualifications

• Bachelor’s degree or international equivalent and 0-2 years of relevant experience.
• Experience using Microsoft Office or similar tools is preferred.
• Strong communication and interpersonal skills are essential.

Responsibilities

• Serve as the first point of contact for customers via phone, email or live chat.
• Troubleshoot and guide customers to solutions for software issues.
• Document all interactions in CRM and alert management for escalation.
• Build strong customer relationships and ensure high customer satisfaction.
• Train customers on software functions when necessary.
• Aim to resolve incidents on first contact.

Skills

Microsoft Office

Organized

Communication skills

Customer service

Teamwork

Problem-solving

Attention to detail

Education

Bachelor’s degree or international equivalent

Tools

CRM software

Job description

Muni-Link is a leading Cloud-Based Utility Billing Software Company. Increase your operational efficiency and accuracy with cloud-based utility billing software. Muni-Link is the first and only software provider entirely dedicated to streamlining municipal billing. Our innovative cloud billing solutions save you time and money by reducing manual operational requirements. https://muni-link.com/

Customer Support Specialist

Position Summary:

The Customer Support Specialist reports directly to the Customer Support Manager and plays an integral role in daily support and service to our customers. Once a customer is actively using Muni-Link’s cloud-based software, the Customer Support Team will provide ongoing support on customer calls, emails, and live chats. The Customer Support Specialist will follow through each task until a solution is taken back to the customer and reviewed to their satisfaction. Once trained this position will have a hybrid work week onsite and remote.

Key Responsibilities

• Serve as the first point of contact for Muni-Link Billing customers seeking assistance over the phone, email or live chat
• Give clear and concise direction to customers on how to use software components
• Troubleshoot and effectively be able to comprehend the issue described by the customer through pertinent questioning
• Document all customer interactions in CRM or other customer databases, and alert management of important customer issues or problems needing further escalation for resolution
• Build strong customer relationships and generate high customer satisfaction
• Train the customers on the software functions when necessary
• Provide ongoing support, assistance and follow-up
• Escalate significant problems and issues promptly to Customer Support Manager
• Improve operations whenever possible
• Be patient, courteous and respectful at all times, to empower and encourage customers
• Strive to resolve incidents on first contact

Additional Responsibilities

• Help maintain feature Requests – record, report, update the ticket and customer regularly, and track to completion.
• Maneuver efficiently through Microsoft Applications – Outlook, Word and Excel
• Understand, maintain and support outside vendor software that interface’s with Muni-Link
• Keep Customer records updated in our Muni-Link software and CRM – phone, emails, employee contacts
• Prioritize and elevate significant customer issues promptly to Customer Support Manager when necessary
• Encourage opportunities to upsell/cross-sell Muni-Link’s other module’s and products when speaking to customers, passing along leads and referrals to Sales Manager
• Assigned project specialist tasks (Regression Testing, Bill Print, Documents, Meter, Accounting)
• Other customer support specialist tasks, as assigned

Skills Needed:

• Basic understanding and ability to use Microsoft business applications – Outlook, Word and Excel
• Organized
• Demonstrated understanding of working with software/technology
• Strong Interpersonal and External personal skills (Excellent Communication skills)
• Customer service oriented
• Honesty and integrity
• Positive attitude and enthusiasm
• Balance
• Creativity
• Determination and teamwork
• Strong work ethic
• Excellent multi-tasker with a focus on efficiency
• General business knowledge
• Excellent customer skills
• Ability to learn software quickly

Preferred Qualifications: Requirements

• General business / financial concepts, accounting knowledge a plus

Education/Experience:

Typicalyrequiresa bachelor’s degree (or international equivalent) and 0-2 years of relevant experience.

Location:

Altoona, PA

Neptune Technology Group Inc. does not sponsor U.S. work authorizations for this position, including H-1B, O-1 and TN. Neptune also does not sponsor individuals in F-1 status for this role.

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