Customer Support Specialists Job Chandler area,Arizona USA,IT/Tech

Meet Future wave Systems. When it comes to technology and staffing services, we are by far, the best and brightest. We’re making waves, turning heads, and breaking ground in a very competitive industry. By supplying quality services, delivering real results, we attract the most intelligent talent and leaders in our field. We build long‑term relationships with our clients, create an environment to thrive for our staff, with tremendous rewards and room for growth.

We truly believe in our company; our people operate with the utmost integrity to provide unparalleled quality resulting with satisfied clients, and happy employees.

We are the company you want to work for. and work with.

We supply TOP RANKING, full service, IT technology solutions. Whether you need a highly driven staffing provider, or to develop an engaging mobile experience to reach more customers, we deliver the results you need in the most efficient and cost effective way possible.

With a global network of quality professionals, we’ve got talent in all the right places, for the most challenging job requirements.

Our clients range from world renowned Fortune 500 companies to small business owners looking for a competitive IT advantage, every business we work with has leading edge, next‑generation challenges.

Headquarted in Atlanta Georgia, we serve our clients globally with offices throughout the U.S. and worldwide. We have been recognized by Inc. 500 as the top #180 fastest growing private company in America, as well as Atlanta’s Best and Brightest places to work in 2014.

Job Description

Job Summary:

Supports various levels of Payroll or HR clients to provide prompt and thorough responses to all types of service inquiries for Major Account clients. Provides support to application users which includes instruction, navigation, troubleshooting, maintenance and evaluations to determine solutions and alternatives. Develops and maintains effective verbal and written communication with all parties. Works with internal technical support, various production departments and additional Service hubs as needed to identify a resolution.

Monitors open client issues until successful completion. Escalates irresolvable or concerning issues to management as appropriate. Ensures World Class Service client satisfaction on each transaction. Plays an important role in client retention for the region, including identifying clients-at-risk. Continually upgrades knowledge and skill base relating to new product rollouts, existing products and statutory/legislative changes.

Job Responsibilities:

Responds professionally and timely to client incoming phone calls, web inquiries, emails and/or faxes. Investigates, researches, analyzes and tests outcomes in order to resolve client questions an/or problems correctly. Handles client requests relating to products or services ranging from routine inquiries and basic application navigation to complex problems and difficult troubleshooting issues. Ensures World Class Service satisfaction on each transaction. Provides critical and accurate statutory information to clients in payroll or HR areas, such as tax filing and/or benefit administration, so that it is not exposed to financial risk and/or penalties.

Is the initial point of contact for all clients and determines if resolution can be found on initial call or if Tier II resolution is required. Quotes the future resolution commitment to the client based on a clear evaluation of the open case.

Researches, designs and modifies complex mainframe features or software applications to meet the client's specific needs for Tier II resolution. Works with technical support or various production departments as needed to effectively troubleshoot, analyze and resolve problems and client concerns. Implements additional non‑billable features for clients by utilizing systems/applications and understanding clients requirements and needs. Recommends software enhancements or product features and identifies client training opportunities if applicable.

Maintain appropriate records of client contact through the CRM (ie. eAccess/Clarify). Uses the various knowledge bases, resource materials and…


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