Tier 1 Customer Support Specialist
Company: Nexus
Location: Washington
Posted on: May 16, 2022
Job Description:
Job DescriptionSalary: About Nexus:Nexus provides the fastest
way for real estate companies to ditch paper checks and send secure
payments to their suppliers. With its roots in AP automation, the
21-year-old software company has built the largest, validated
community of suppliers serving multifamily, CRE, and other real
estate segments. With just clicks, real estate companies can
connect to their suppliers and send them payment electronically. In
addition to vendor payments, Nexus also offers a full
procure-to-pay solution, designed for real estate. About the
Position:Nexus, LLC is looking for a Tier 1 Application Support
Specialist. As a member of the Customer Support Team, you will be
responsible for providing exceptional, front-line support to both
end users and internal customers using the Nexus Procure to Pay
Platform. You are expected to handle all inbound customer inquiries
and manage tickets following our established communication
standards. The role will perform diagnosis of reported issues,
answer how-to questions, reproduce reported technical issues and
assist users with navigating the applications. The primary success
criteria in this role is to ensure the effective tracking of
customer issues from initial report to final resolution all while
providing an excellent customer experience. Responsibilities of
this Position:
- Answer inbound calls and tickets and ensure all customer
contacts are responded to quickly, with a high level of
service.
- Provide outstanding customer service to both internal and
external customers.
- Thoroughly document findings, next steps and learnings in
tickets. Contribute to team documentation to facilitate knowledge
sharing.
- Actively manage assigned tickets to ensure adherence to SLA's.
Ensure daily updates are provided to customers, expectations are
clearly set and proactive internal follow up is performed.
- Conduct screen-share sessions with customers to troubleshoot
issues, assist with navigating the application and/or reproduce
reported issues.
- Deliver and perform against position and team performance
metrics.
- Work with cross functional teams to research and resolve
customer issues.
- Collaborate on issue resolution and escalate issues requiring
technical resources.
- Quickly identify trends and product defects and escalate to
managers for fast resolution.
- Perform additional responsibilities as defined by the support
management team.
- Participate in on-call responsibilities during non-business
hours, weekends and holidays as requested. Knowledge and Skill
Requirements:
- 1-2 years of experience in a customer service or helpdesk
role.
- Proven ability to troubleshoot and support customers using
software applications
- Must have excellent listening and communication skills (written
and verbal) with the ability follow instructions
- Highly organized with good analytical problem-solving
abilities
- Must have strong written and communication skills, including
the ability to effectively interact with internal teams, partners
and customers. Ability to multi-task in a fast-paced constantly
evolving workplace.
- Candidates must be eligible to work in the US for any employer.
Desired but not required:
- Bachelor's degree in Information Systems, Communications,
Business Administration, Technology or equivalent education and
experience.
- Familiarity with Accounting and/or software support.
- Experience working out of ticketing systems. Nexus is an equal
opportunity employer and were proud of our ongoing efforts to
foster diversity & inclusion in the workplace. Individuals seeking
employment at Nexus are considered without regard to race, color,
religion, national origin, age, sex, gender, gender identity,
gender expression, sexual orientation, marital status, medical
condition, ancestry, physical or mental disability, military or
veteran status, or any other characteristic protected by applicable
law.
Keywords: Nexus, Washington DC , Tier 1 Customer Support Specialist, Other , Washington, DC
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