TractManager
  • Chattanooga, TN, USA
  • Hourly
  • Full Time

Health, Dental, Vision, 401K, Life Insurance, PTO


Does problem-solving come naturally to you, and do you find it easy to dig into technology to identify a root cause? Does it give you great satisfaction to help your customers and team members? And, do you work best in a fast paced and collaborative environment?

If so, this may be the perfect role for you! Please review the details below and click "Apply" today if this role excites you as a potentially amazing fit!

 

 

The Client Help Desk Representative, or Product Consultant, is responsible for performing database maintenance requests, educating clients of product usage, properly tracking and relaying information, and generally supporting the needs of an ever-growing client base.

Duties and Responsibilities:

  • Responding to internal/client issues on a priority basis, as specified by management
  • Answering Customer Care phone and emails
  • Handling all troubleshooting with users during Customer Care calls
  • Assessing and escalating issues to the Manager of Customer Care, when necessary
  • Utilizing multiple tools to gather and update information for clients
  • Conducting web-based trainings and support sessions with clients, as needed
  • Building professional relationships with clients with the aim of increasing retention
  • Assisting the Quality Assurance team with the investigation of potential release-related database issues
  • Demonstrating continuous effort to improve operations, decrease turn-around times, streamline work processes, and work cooperatively and jointly to provide quality, seamless customer service
  • Responsibilities require working infrequent evenings, weekends and holidays (within reason)
  • Must be available to accommodate mobile After Hours Customer Phone Support

Education/Skills:

  • Bachelor's degree, preferably in business-related field
  • Proficiency in Microsoft Office Applications
  • Ability to learn multiple software platforms at a quick pace
  • Must possess exceptional oral and written communication skills
  • Must possess analytical, critical thinking and problem solving skills

Desired Qualifications:

The ideal candidate will possess an awareness of and ability to provide excellent customer service, while exhibiting strength and dependability through a combination of punctuality, flexibility and adaptability as needs change or situations arise. This individual will have a disciplined, self-motivated work ethic and the capacity to multi-task while remaining focused on time management. This person will perform the stated duties and responsibilities in an efficient manner, staying organized and detail-oriented at all times. Lastly, the ideal candidate will exhibit a sense of initiative, while possessing a mindset centered in teamwork.

Working Conditions:

  • Must be able to sit at a computer workstation for extended periods of time
  • Responsibilities require working infrequent evenings, weekends and holidays (within reason)
  • Must be available to accommodate mobile After Hours Customer Phone Support
  • No regular travel required
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