Support Specialist (SUPPO26903)

At ESS our motto is, "Every day counts!" We take opportunities every day to grow and better our company as well as our employees.

We are seeking Tier 1 Support Specialists in our Portland, MI Midwest Regional office. The successful candidate will be responsible for providing exceptional service, telephone, chat and email support to our partnering school districts and our employees assigned to those districts. The rapid growth and expansion of our business is causing a need for a new generation of Support Specialists to provide world-class services to our clients. This position requires excellent customer services skills and strong computer proficiency.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Answer incoming calls, support emails, and live chats with professionalism; triage client and employee inquiries with minimal supervision to provide solutions, escalate to Tier 2, or pass to correct department in a timely manner.
• Updating and manipulating data in willSub.
• Manage inbound feature requests, identify business needs and support.
• Demonstrate functional skill to take ownership, troubleshoot and resolve low level support requests in a single customer interaction to maximize customer experience in an organized and efficient manner.
• Escalate complex support requests to Tier 2, to ensure timely resolution.
• Compiling reports for designated client contacts.
• Manage support tickets proficiently by assessing ticket priority and escalating as necessary through proper channels.
• Deliver informal training to customers and fellow employees.
• Assist in the design and development of curriculum & training modules/courses.
• Other duties as assigned.

QUALIFICATIONS:

• A minimum of 1-year customer service, software support or high-volume call center experience preferred
• Excellent oral and written communication, interpersonal and teamwork skills
• Ability to thrive in a fast-paced, rapidly changing environment
• Demonstrate a high level of accuracy in data entry
• Proficiency in Microsoft Office Word and Excel
• Strong interpersonal skills and the ability to work individually and in a team environment
• Ability to multi-task and perform effectively under pressure
• Ability to prioritize and organize work flow
• Must be a self-starter and seek understanding of our systems, as well as any new features or updates as they are released
• Ability to work in a fast-paced setting with attention to detail and follow-up

ESS ADVANTAGES:

• Health insurance
• 401(k)
• Nine paid holidays
• PTO
• Opportunity for growth

PHYSICAL DEMANDS - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee must occasionally lift and/or move up to 25 pounds.
• While performing the duties of this job, the employee regularly stands, walks, sits, uses hands to finger, handle, or feel, reaches with hands and arms, talk or hear.

VISION REQUIREMENTS - Close vision (clear vision at 20 inches or less) to work on the computer.

WORK ENVIRONMENT - The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

This position works in an environment with moderate noise level. (Examples: business office with computers and printers, light traffic.)

Note: Nothing in this job specification restricts management's right to assign or reassign duties and responsibilities to this job at any time. Critical features of this job are described under various headings above. They may be subject to change at any time due to reasonable accommodation or other reasons, with or without notice. The above statements are strictly intended to describe the general nature and level of the work being performed. They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of employees in this position.