Product Application Specialist

; Description: ; JOB SUMMARY: Primary first line of Customer Support responding to customers needs and requirements to gather relevant customer information needed to address their issue, and triage or resolve it. Possesses working knowledge of the Client suite of products, functional issues, low level system issues.

; ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES: Facilitates resolution of customer issues by logging, triaging, and resolving when applicable. When needed, work with appropriate resources to route to the appropriate group for full resolution.Drives positive results in Customer Experience through timely response, and positive interaction.Responsible for meeting targets for performance metrics to achieve daily work goals.Possesses awareness of sensitivity regarding internal and external proprietary information and can distribute information appropriately.Provides consistent communication customer and work lead to effectively set and manage expectations.Responsible for identification of relevant knowledge that can be developed into future guidance related to application issues and their correct resolution.Support a dynamic team environment by collaborating with other departments, team and workgroup members, contributing time, effort and ideas.Act as a business liaison between Client and the customer balancing the needs of both in a way that drives a mutually agreed upon outcome.Communicates to customers with sensitivity, empathy and a sincere desire to understand their needs and concerns. Provides clear guidance to customers on how their issue will be handled.Engages key resources within the work center to ensure timely resolution.Participate in other projects or duties.

; KNOWLEDGE, SKILLS AND ABILITIES: Customer support skills with assessing, routing and addressing customer inquiries of lower complexity/difficulty.Ability to confidently make quick decisions and use independent judgment to triage and/or resolve more straightforward/less complex customer issues.Ability to review information requests from inside and outside the support work center and makes informed decisions regarding what information to share and when to refer unresolved requests to appropriate next level for assistance.Ability to use good judgement in all actions with regard to internal and external communications that could impact the Client brand and/or the customer.Ability to make timely and appropriate decisions on routing; and provide timely statuses to customer and key stakeholders as appropriate to the situation.Must be a self-starter, able to operate with a moderate amount of supervision.Ability to work independently on tasks for customers.Ability to work within the direction and expectations of the Customer Support team.Ability to work any shift based on business needs.Can effectively manage stress with the proven ability to handle moderately difficult customer situations while remaining positive and customer focused.Strong writing and verbal skills; speaks effectively, using conventions proper to the situation.Possesses working knowledge of computer terms, MS Outlook toolset, Salesforce Service Cloud and other CRM toolsets.Ability to employ a professional approach with others, using all appropriate tools of communication; uses consideration and tact when offering opinions.Knowledge of common support tools and practices.Ability to listen and understand information and communicate the same.Must possess good organizational skills.Must be results oriented, customer focused, and exhibit good interpersonal skills.Proficiency in Microsoft office packages.Sufficient knowledge of business communications, including telephone, voicemail, and e-mail and operations of office machines, such as photocopier, scanner, and fax. ;

; EDUCATION, TRAINING: Bachelors Degree in Business or Computer Science or equivalentOne year of related experience; or equivalent combination of education and experience required ;

; REQUIRED FOUNDATIONAL COMPETENCIES: Builds Relationships: Fosters open dialogue and obtains shared commitment to proposals; shared ideas and information to promote mutual understanding, respect, and effective decision-making.Drives for Results: Acts to create opportunities for Client or to avoid future problems; has the courage to act with incomplete information rather than simply thinking about it; maintains a focused commitment to achieving enterprise objectives.Knows the Business: Understands and applies knowledge of Clients business and processes to accomplish goals.Anticipates Customer Needs (internal and external): Establishes and maintains productive relationships with customers and partners, anticipating their needs.Learns Continuously: Expands own knowledge base to enhance performance; seeks development to increase strengths for current and future needs. ; Education: Bachelors Degree