What are we looking for in our Support Specialist?

Duration : 3 Months Temp to Hire

Schedule : Monday - Friday, 7 : 30 to four (a bit flexible)

Pay Range : $17-$25 / hr on W2 (DOE)

Responsibilities

General Customer Support :

As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer, or reassignment path, achieving resolution and customer satisfaction.

Service Scheduling and Processing :

• Monitor & respond to customer requests ensuring effective communication
• Process requests for equipment service
• Schedule regular maintenance and record all event activities in applicable CMMS
• Monitor & respond to customer requests, ensuring response times are within the requirements identified in the customer Statement of Work and Service Level Agreement.
• Review and schedule preventive maintenance and other scheduled compliance activities (OQ, PQ and validation) and dispatch, accordingly, coordinating scheduling meeting customer requirements.
• Utilize applicable CMMS, to capture pertinent detail regarding the event.
• Complete follow-up transactions in an organized, detailed, efficient manner, meeting deadlines. Data entry is accurate and errors minimal.

Coordination :

• Responsibility to provide visibility to accuracy of data in comparison to process, metrics and KPI
• Presentation of results to manager
• Point of escalation within the Customer site teams
• Point of contact within the team to share and implement best practice & training opportunities

Communication :

• Ability to articulate with technically oriented people, quickly establish rapport, gain their confidence, respect and trust.
• Communicate timely program information to selected service providers to ensure satisfactory delivery of acquired services and materials.
• Discuss troubleshooting / repair situations with service providers or customers, in a professional, cost effective manner, utilizing poise, tact and diplomacy to obtain cooperation and results.
• Monitor open requests, working to achieve closure, and meeting metrics requirements.
• Escalate problems to manager or the appropriate program leader or customer program contact for strategy development and participation as appropriate.
• Follow up to ensure that all questions / requests / customer commitments are responded to or resolved to the customer’s satisfaction.

Basic Requirements :

• Associate Degree and 2 years of experience in a team-based customer service environment OR High School Diploma with 4 years of experience
• Microsoft Office experience, including MS Outlook
• Excellent verbal and written communication skills

Preferred Qualifications :

• High level of commitment to the customer.
• Ability to work effectively in a team and individually; organized with great time management skills.
• Demonstrated experience and proficiency using software for word processing, email, order entry, and others as required.

Proficiency in Microsoft Office; SAP, Service Max, and Maximo experience desirable.

• Exceptional Analytical skills
• Excellent Excel skills

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

Rate / Salary : $17-$25 / hr on W2 (DOE)