Customer Experience Analyst Support

Job Description

In office position Monday-Friday. Shift options: 4 days 8am-5pm and 1 day 10am-7pm or 3 days 8am-5pm, 1 day 9am-6pm and 1 day 10am-7pm.

TSD Mobility Solutions, Inc., an affiliate of Reynolds and Reynolds, seeks a Customer Service Specialist to join our growing team. You will provide excellent customer service to our clients, troubleshooting and resolving navigation, software usage, system and connectivity issues for our SaaS product. This role includes mentoring within the support team, handling mid to high volume calls and email support, and acting as liaison between customers and internal departments.

• Offer excellent customer service to clients via phone and email.
• Leverage, develop and maintain a knowledgebase of problems and solutions to assist teammates.
• Provide accurate documentation in our ticketing system on each customer interaction.
• Provide helpful, friendly support explaining application functionality and help customers increase their own knowledge of our software.
• Troubleshoot and resolve navigation, software usage, and/or system and connectivity issues, escalating when necessary to ensure timely resolution.

On the job training.

• College degree preferred.
• Must have 1+ year of experience in customer service.
• Experience troubleshooting and training customers on software products preferred.
• Bilingual in Spanish preferred.
• Proficient in MS Office products.
• Excellent written and verbal communication skills.
• Strong problem solving and follow-up abilities.

• Medical, dental, vision, life insurance, and health savings account.
• 401(k) with up to 6% matching.
• Professional development and training.
• Promotion from within.
• Paid vacation and sick days.
• Eight paid holidays.
• Referral bonuses.

Reynolds and Reynolds promotes a healthy lifestyle by providing a non-smoking environment. Reynolds and Reynolds is an equal opportunity employer.