Position Summary

The Customer Support Representative’s primaryresponsibilities are to provide first level user support to external clients ofthe SmartEquip organization.

Duties and Responsibilities

Under the direction of the Customer Service Manager, the CustomerSupport Representative:

· Adheres to the organization’s Service LevelAgreement by providing timely responses to incoming customer support tickets.These tickets range from basic to moderately complex application and browserrelated issues.

· Ensures a high level of customer satisfaction bycommunicating clearly and accurately.

· Logs all customer contact in the supportticketing system and maintains complete and accurate information.

· Develops and maintains strong technical andbusiness expertise of the SmartEquip applications.

· Develops and maintains strong understanding ofcustomer’s requirements and processes.

Skills and Specifications

· High School Diploma or equivalent required.

· Minimum 2 years’ experience in a customersupport environment.

· Hands-on experience supporting web basedapplications.

· Excellent customer facing skills with theability to patiently and politely deal with varying customer skill levels.

· Relational database, SQL skills required.

· Microsoft Office Suite Experience.

· Experience with the purchase to pay process preferred.

· Superior written and verbal communication skills.

· A passion for a high level of customersatisfaction.

· Ability to work in a fast-paced, performancedriven environment.

· Willing to work non-standard business hours whennecessary (24 hour coverage).

· Multilingual a plus.

Physical Requirements

· This position is sedentary in nature andrequires minimal physical efforts.

A significant amount of time is spent working on

a computer and the ability to hear, speak, write, see, type and perform other
basic office functions is required.