CBORD and Horizon are the world's leading providers of integrated technology solutions powering housing, access, foodservice, nutrition, eCommerce, and card systems for K-12 and higher education, acute care, senior living, and business campuses. Our success and growth is directly attributed to our DREAMteam. Our culture is built on integrity, respect for our people, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem solving, and learning agility drive our day-to-day actions.
DREAMteam (how we refer to all of us) You're engaged and self-motivated. You think like an entrepreneur, constantly driving improvement and innovation. You act as a change agent. You're a team player contributing to a collaborative and diverse work environment. We question the status quo and so should you. You are accountable and focused and take smart risks. You're an extension of our talent acquisition team always scouting top talent to join our team.
The Technical Support Generalist is responsible for analyzing, troubleshooting and resolving customer issues and questions via phone, email and other methods while maintaining a high level of customer satisfaction. This position remotely addresses and responds to customer inquiries on organizational products and services, including installation, operational functions, troubleshooting, maintenance and general questions. This position also acts as the primary liaison between the client and CBORD and Horizon.
What You'll Be Doing
Deliver support to end users by answering inbound communication via phone, email, and web portal, documenting cases in the Customer Relationship Management software, working assigned cases, resolving and/or escalating customer issues to keep the case moving through the support process
Interact with customers to provide and process information in response to inquiries, concerns and requests about products and service
Diagnose, research and resolve technical issues by gathering customer's information and determining the issue by evaluating and analyzing the symptoms sufficiently documenting in the case the specific details of each issue and actions taken, including the steps to replicate the issue and the steps taken to resolve the issue
Follow standard processes and procedures
Accurately process and record customer interactions using computer and designated tracking software
Accept and retain ownership of client issues, provide regular updates to customers on cases that are not resolved the same day they were opened and manage aging of assigned cases
Possess a basic understanding of the organization's products assigned, staying current with system information, changes and updates, and escalate more complex inquiries
Work with more knowledgeable resources to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer.
Ensure service level standards are achieved (as defined by the Technical Support management team)
Handle interruptions well and move between tasks with ease while still meeting deadlines
Use appropriate discretion in handling critical client calls and escalating calls to management
Develop professional relationships with ongoing customers through excellent customer service
Follow company communication procedures, policies and guidelines at all times
Perform each duty above with our customers' satisfaction as your number one priority.
Assist in training new and temporary Technical Support staff
Contribute new content to the Support Knowledgebase
Perform and support installation and upgrades of organization's products assigned as needed
What You'll Bring to the Table
High school Diploma and willingness to learn through on-the-job training; College degree in Business Application areas, Computer science, or a related field desired but not required.
1-3 years related work experience preferred
Good interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances
Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues
Knowledge of customer service principles and practices with previous customer service experience
Proven ability to quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures
Moderate understanding of the general aspects of the job, including knowledge of relevant software computer applications and equipment
A positive, professional, solution-oriented, enthusiastic and team-oriented attitude
Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines
Ability to follow department processes and procedures
Familiarity with Customer systems a plus
General understanding of major RDBMS with emphasis on Oracle, MS SQL, and Sybase ASA desired
General desktop OS knowledge (PC and Server)
General network communication, network security, network administration and wireless networking knowledge
General virtualization knowledge
General knowledge of IIS and web services desired
Experience supporting mobile apps a plus
What's Good to Know
May require fulfillment of the government security clearance application process
Occasional travel may be requested
Flexible hours required including overtime and rotating on-call/after-hours support
Who You'll Work With
Across all internal departments, especially the Customer Support team
Third party vendors
Why be a part of the DREAMteam (DREAMperks)
Eligible team members have access to a robust health insurance plan on their first day of employment.
To encourage, motivate and challenge team members to take an active interest in their health and well-being, the Company provides a Wellness Benefit of $200 for the calendar year
Access to an Employee Assistance Program
Eligible team members are granted with the following paid time off annually:
Vacation: 15 vacation days; pro-rated during the first year
Holidays: 10 paid holidays each year
Sick Time: 5 sick days; pro-rated during the first year
Personal days: 3 personal days; pro-rated during the first year
Plan for the Future
Employer paid Life Insurance / AD&D / Short-Term Disability Insurance
Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D
Access to FSA Plans & Commuter Benefit Plans
401(k) Savings Plan where the Company matches team member contributions $0.50 for every dollar saved up to 8% of pay.
Access to the Roper Employee Stock Purchase Plan
Paid Parental Leave Program
Make an Impact
Horizon Software International, LLC