Software/Help Desk-Customer Support Technician
BiG - Chanhassen, MN

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Job Description This position provides customer service and is depended upon to listen to and analyze needs, and then fulfill them with a positive resolution. The Customer Tech Support will learn and navigate multiple computer application systems to resolving issues and communicating outcomes.

  • Monitors customer support requests through ticket system in a high volume/highly fluctuating environment.
  • Processes tickets and resolves issues to customer satisfaction while prioritizing tickets as appropriate.
  • Escalates tickets when unable resolve issues, directing to appropriate departmental contact or vendor for problem resolution.
  • Utilizes multiple spreadsheets to process orders and upload data to platform following up to ensure shipping tracking numbers are generated to member end users.
  • Communicates with fulfillment department to resolve ticket requests related to shipping/delivery.
  • Performs data entry duties as assigned to manage spreadsheets and ticket management.
  • Ensures timely resolution to customer service requests.
  • Completes other duties as assigned.

Qualifications Education and Experience
  • High School diploma, GED or related work experience
  • Minimum of 2-years of experience working in a high volume customer service environment using a ticketing system
  • 1 year of data entry experience
  • Extensive knowledge of Excel to assist with formatting and maintenance of data.
  • Experience working within a points based system desired.

Skills and Abilities
  • Ability to analyze issues and solve problems.
  • Ability to communicate to all levels of the organization in a positive manner.
  • Ability to engage, foster and support a team atmosphere.
  • Excellent written and verbal communication skills.
  • Must be able to work in a constantly changing environment; flexible and adaptable to change.
  • Exceptional attention to detail and time management skills
  • Must be able to learn new software applications quickly.
  • Minimum Intermediate Microsoft Excel skills required.
  • Self-confident with an outgoing positive personality who possesses the ability to connect and work with others.
Business Impact Group (BiG) does not accept solicitations from third party recruiting agencies.

Additional Information All your information will be kept confidential according to EEO guidelines. NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

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