TSD Customer Experience Analyst . North Andover LilyLifestyle

Position Description

TSD Mobility Solutions, Inc., an affiliate of Reynolds and Reynolds, is looking for a Customer Service Specialist to join our growing team. This is an in‑office position working Monday‑Friday.

4 days 8:00 am–5:00 pm and 1 day 10:00 am–7:00 pm or 3 days 8:00 am–5:00 pm, 1 day 9:00 am–6:00 pm and 1 day 10:00 am–7:00 pm.

• Offer excellent customer service by assisting clients with our software‑as‑a‑service products via phone and email.
• Leverage, develop and maintain a knowledge base of problems and solutions to assist teammates.
• Provide accurate documentation in our ticketing system for each customer interaction, noting details in incidents or requests, customer contact information, and progress or resolution.
• Provide helpful, friendly support explaining application functionality, helping customers to 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.

• College degree preferred; must have 1+ year(s) of experience in customer service.
• Experience troubleshooting and training customers on software products preferred.
• Bilingual in Spanish preferred.
• Proficient in Microsoft Office products.
• Excellent written and verbal communication skills.
• Strong problem‑solving and follow‑up abilities.

• Medical, dental, vision, life insurance, and a 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 is an equal opportunity employer.