Customer Support Representative
Management Science Associates Inc. - Pittsburgh, PA

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Answers and evaluates incoming telephone calls, voice mail, email, faxes and internal requests from external and internal customers with distributor data related inquiries

Addresses queries relating to store linking with Manufacturer Representatives

Handles inquiries and issues regarding brand and store matching misalignments

Handles resolution and follow-up for routine problems, referring more complex problems to the Senior Customer Support Representatives or supervisor

Notifies customer of simple problems relating to their data submissions

Performs data file edits to correct errors within established guidelines

Accurately logs calls using the Contact Management System. Archives faxes, emails and other documentation relating to communications

Notifies Supervisor when an incident or situation may require escalation to a higher level

Prepares standard reports using Excel spreadsheets, MS Access queries, and MS Word documents.

Required Skills

Two year degree in business or technology, and two years relevant experience or a Four year degree in Business Administration, Information Technology, or related field. Languages are highly desired, in particular, French and Spanish

Minimum two years customer or technical support experience utilizing good written and oral communication skills and logical thinking. This position is entry level for persons with a related four year degree

Customer service oriented with ability to maintain good relationships with distributors and clients

Logical thinking and detail orientation

Basic knowledge of windows operating system and MS Office applications

Good written and oral communication skills

Problem solving

Ability to interact with all members in a team environment

Well-developed multi-tasking skills in a fast paced environment

Occasional overtime will be required

Required Experience

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