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POSITION SUMMARY
As a Customer & Application Support Associate, you will regularly interact with customers and provide daily technical support to ARCOS customers, post implementation.

ESSENTIAL JOB FUNCTIONS
This is intended as an outline of the essential functions of the position. Actual metrics that measure job performance may be set forth in separate performance management documentation.

• Act as the customer service front line by being the first to respond to customer calls and cases.
• Manage and assign tickets from queue.
• Provide consistent feedback, both verbal and written to customers in a timely fashion while answering customer’s questions and/or concerns on the ARCOS software.
• Troubleshoot and problem solve a wide range of issues, on a large proprietary software system.
• Draft and update help documents for customer as requested and as product updates are released.
• Facilitate and coordinate conference calls and webinars for customers to troubleshoot features, as needed.
• Perform initial issue analysis on cases submitted online and by phone to the ARCOS Support Center.
• Write training materials and procedure manuals as needed that are customer facing.
• Perform manual testing on new and existing features, as the need arises.
• Participate in support on call rotation.
• Other duties as assigned.

QUALIFICATIONS & REQUIREMENTS

Required Talents:

• Achiever: Self-Motivation and strong attention to detail.
  • Organization skills as well as the ability to meet deadlines and follow instructions.
• Competence: An internal drive to master the ARCOS application and become a subject matter expert
• Service: A strong desire to deliver exceptional service and quickly identify or resolve inquiries/issues to ensure customer satisfaction
• Responsibility: Drive to take responsibility and ownership for your work.
  • Ability to properly manage expectations.
• Strategic Thinking: Natural curiosity and to sort through a problem and find the best outcome solution.
• Problem Solving: Ability to think things through with incomplete data
• Empathy: Ability to understand and relate to customer’s feelings and emotions.
• Activator: An impatience to move others to action
• Communicator: Desire and skill to convey detailed information verbally and written to internal and external customers.

Education & Experience

• 0-5 years’ experience in a business to business client support role.
• Experience supporting at least 2 unique products in a previous role is preferred.
• Associates Degree in an engineering and/or technical discipline or equivalent experience in a business to business client support role.
• A general understanding of the software development process, is a plus but not required.
• Knowledge of SQL, is a plus.
• Knowledge of API, SSO, SFTP, and FTP functionality preferred.
• Excellent typing skills, strong grammar and spelling abilities.
• Complete competency with MS Windows and Office.
• Knowledge of common browsers (e.g. Internet Explorer, Chrome, Safari, Mozilla Firefox).
• Web-based products such as Salesforce is a plus, but not required.
• Ability to communicate technical information to a non-technical audience.