applicants
CUSTOMER SUPPORT ANALYST (Bilingual French) - 2 month contract (Richmond)
at Human Resources in Richmon
Sage has an iammediate opening for Customer Support Analysts (Bilingual French) for a 2 month contract. Position begins on June 1 – July 31, 2009/
Provides support to customers requiring assistance on product related technical questions.
Handles basic to complex product issues.
Wherever possible, identifies additional product or training needs the customer may have.
Addresses a full range of customer needs, including technical assistance, best use of the product, additional products and services, as well as acting as the voice of the customer for our organization.
Duties
• Responds to customer inquiries as they relate to our products and/or operating environments.
• Customer support requests may come through phone, fax, email, or web support channels.
• Escalates any unresolved customer issue, with all pertinent information included, to appropriate resources (including Team Supervisor if warranted).
• Responsible for continuous coverage of incoming call queues.
• Analysts will be monitored and evaluated against a set of established performance metrics.
These include Resolution Time, First Call Resolution Rate, Customer Satisfaction, and use of Knowledge Base tools, among others.
• Identifies additional product or training needs the customer may have.
• Assists customer in gaining the most value from our products and services by discovering other needs and providing information to Sage Sales to generate additional revenues as appropriate.
• Documents each customer incident in a clear, concise, and understandable format.
• Ensures appropriate call tracking information is recorded properly.
• Contributes to the company’s knowledge capital by creating and modifying reusable solutions.
• Reusable knowledge may be developed as white papers, documentation, training materials or by contributing to the Knowledge Base.
• Participates in internal projects such as improvements to call flow processes, training development, capturing and maintaining knowledge capital, improving overall support skills, and improving customer service in the department.
• Maintains a positive, constructive attitude in the workplace.
These include presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect.
• At completion of initial training, successfully passes product/training certification exam.
• Takes responsibility to become fully trained on all applications.
• Employees are responsible for working with their Manager to create and manage their own training & development program (Individual Development Program – IDP).
• Training includes product modules, customer service skills, and related technology skills, among others.
• Other duties as assigned.
Education and Training
Experience: Must have computer configuration and related technical skills.
Education: High School Graduate.
Must have computer background.
Customer Service Training
A professional telephone manner is essential.
Technical degree in Computer related field or equivalent experience desired.
Please submit your resume to yvonne.wu@sage.com
www.sagenorthamerica.com
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