1st Level Support

Build Your Future with Hyphen While Our Clients Build Homes with Your Support.

We Build a Trusted Homebuilder Network, Unifying the Construction Supply Chain.

Overview

A Customer Care Representative must have experience troubleshooting software, exceptional multi-tasking skills and be a team player. Focus will be on learning BuildPro and SupplyPro functionality as well as Hyphen Solutions SupplyPro training delivery. Coordinate SupplyPro activities with other Hyphen departments including Application Support, Sales, Implementation, and Accounting. Assisting other First Level Representatives, clients, and other Hyphen personnel in investigating and resolving a wide variety of issues.

Essential Duties And Responsibilities

• Answer questions via telephone and email for customers requesting assistance with support
• Deliver On-Line training to customers via phone/internet
• Proactively identify, monitor, and follow up with users having difficulty with the applications
• Document issues and resolutions, and record all activity and communications regarding issues
• Follow up with Clients to keep them informed of the status of resolved and unresolved issues
• Document issues and resolutions, and record all activity and communications regarding issues
• Adhere to internal policies and procedures and recommend improvements, when needed, to provide consistent and exemplary customer service
• Manage time appropriately to handle multiple open calls, call backs from escalation partners and follow-up with Clients in a thorough and timely manner
• Communicating openly, honestly and constructively
• Treat all employees and Clients with dignity, respect and courtesy
• Take responsibility to resolve concerns and issues with the team, other departments, and with Clients
• Work closely with and coordinate with Hyphen departments including Application Support, Implementation, Training, Sales and Accounting to ensure the timely processing, activation, and invoicing of SupplyPro customers.
• Continuously drive Hyphen Solutions’ value propositions, product benefits, goals and objectives into prospective customers through customer communication.
• Able to maintain schedule as provided by management
• Write SQL statements to research and correct data issues
• Other duties as assigned
  
  

Desirable Education, Experience And Skills

To perform this job successfully, an individual must be able to perform each essential duty as described above satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge of SQL database systems desired
• Associate Degree or relevant experience preferred
• A degree in Computer Science, Information Management or Information Technology preferred
• Strong problem resolution skills
• Prior applicable experience in a software support environment while rapidly learning new technologies is preferred
• Knowledge of Microsoft Office Suite (2003/2007/2010), HTML, Windows XP/Vista/7, Wireless handheld devices (tablet/iOS/Android) preferred.
• Excellent presentation and communication skills (verbal and written)
• Must be goal oriented and work independently but also work well in a team environment
• Must be highly organized with ability to prioritize tasks and manage time accordingly
• Must have excellent phone manner and presence
• Ability to work as part of a team, yet be a self-starter
• Strong communication, reasoning, and logic skills
• Must be able to work with all levels of customer and Hyphen personnel
• Ability to handle multiple tasks and adapt to a fast-paced changing environment
• Homebuilding/Construction experience or industry knowledge desired
  
  

Physical Requirements

• On-call rotation required
• Must have internet access