1st Level Support

Overview

A Customer Care Representative must have experience troubleshooting software, exceptional multi‑tasking skills and be a team player. The role focuses on learning Build Pro and Supply Pro functionality as well as delivering Hyphen Solutions Supply Pro training. The representative coordinates Supply Pro activities with other Hyphen departments—including Application Support, Sales, Implementation, and Accounting—and assists first‑level representatives, clients, and Hyphen personnel in investigating and resolving a wide variety of issues.

• Answer questions via telephone and email for customers requesting assistance with support
• Deliver online training to customers via phone or 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
• 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, callbacks from escalation partners, and follow‑up with clients in a thorough and timely manner
• Communicate 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 timely processing, activation, and invoicing of Supply Pro customers
• Continuously promote Hyphen Solutions’ value propositions, product benefits, goals, and objectives to prospective customers through customer communication
• Maintain schedule as provided by management
• Write SQL statements to research and correct data issues
• Perform other duties as assigned

• Associate degree or relevant experience preferred
• 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
• Knowledge of SQL database systems desired
• Familiarity with Microsoft Office Suite (2003/2007/2010)
• Knowledge of HTML, Windows XP/Vista/7
• Experience with wireless handheld devices (tablet, iOS, Android) desired
• Excellent presentation and communication skills (verbal and written)
• Goal oriented and able to work independently while collaborating effectively in a team
• Highly organized with ability to prioritize tasks and manage time accordingly
• Excellent phone manner and presence
• Strong communication, reasoning, and logic skills
• Ability to work with all levels of customer and Hyphen personnel
• Ability to handle multiple tasks and adapt to a fast‑paced, changing environment
• Homebuilding and construction experience or industry knowledge desired

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• On‑call rotation required
• Must have internet access