Customer Support Specialist

Summary

The Customer Support Specialist plays a key role in delivering exceptional service by triaging and managing customer software support inquiries related to Bloodhound and the full suite of Roydan products. This role focuses on resolving customer concerns efficiently while ensuring positive user experience. In addition to direct customer support, the Specialist will collaborate with fellow team members to troubleshoot and resolve issues, contributing to the overall effectiveness of the support team.

Essential Duties and Responsibilities

Your essential duties and responsibilities include the following.

• Provide excellent customer support for a diverse community of users by meeting or exceeding service standards.
• Professionally responding to all customer queries via phone or email through Roydan Support.
  • Manage and prioritize customer requests.
  • Identify and understand customer needs and how our products fulfill them.
  • Properly triage and assign tickets based on complexity or type of ticket.
  • Collaborate with others within the organization to resolve product issues.
• Ensure customer and internal tickets are followed up on through and completed with proper notes, time entries, service types, and resolutions as part of Support Board management.
• Manage communications and tickets with 3rd party vendors.
• Communicate important support concerns to management.
• Proactively take advantage of opportunities to deepen knowledge of the Roydan suite of products and related industry products and news.
  • 30/60/90-day goals upon hire, with the expectation of achieving a comprehensive understanding of the Roydan Software Suite within the first 90 days.
• Actively participate in stand-up, department, and company-wide meetings by having prepared updates and providing feedback as requested.
• Ensure the transfer of client files to Credit Bureaus on a client’s behalf.
• Other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Associate degree or equivalent preferred.
• Experience with Microsoft Office 365 required.
• Experience providing exceptional customer service required.
• Experience with troubleshooting software products required.
• Experience with Call Center or Help Desk environment required; prior office experience handling client calls will also be considered.
• Experience in delivering web-based training is preferred.
• Experience with SQL and ETL solutions a plus.
• IT Certifications (CompTia, etc.) a plus.
• Collection industry and Credit Bureau experience a plus.

Language, Math, Reasoning and Problem-Solving Skills

• Ability to quickly learn our products and software suite.
• Excellent communication skills, with a positive, customer-centric attitude.
• Good analytical skills.
• Well-organized, follows through on commitments to customers and colleagues.
• Ability to document problems and solutions for customers and support colleagues.
• Ability to work individually and as part of a highly collaborative team.
• Ability to effectively organize and maintain customer data and keep customer matters confidential.
• Effectively communicate orally and in written form with others.
• Demonstrated ability to anticipate and solve practical problems or resolve issues.

Certificates, Licenses, Registrations

• Must have a valid form of Identification (Driver’s License, State Issued ID, Passport, etc.).
  • Ability to travel to the Roydan office as needed (typically no more than 5%)

Physical Demands/Work Environment

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.