Customer Support Representative

Lucidoc Corporate Official (Review: Pending Committee Approval) Job Description

DocID: 10507

Revision: 10

Status:
Official (Review: Pending Committee Approval)

Department:
Human Resources

Manual(s):

Job Description s

FLSA Status

Non Exempt

Department

Customer Support

Reports To

President & CEO

Summary

Develop and retain customers by providing outstanding customer service excellence. Research and resolve customer support requests. Escalate to a LevelII Technical Support Engineer for additional follow up as required. Track and monitor requests to insure a timely resolution. Lead the deployment of new clients, develop documentation, conduct training, and test new releases of the Lucidoc application. Initiate the development and implementation of statements of work.

Include the following, but other duties may be assigned as become necessary:

Document all customer support interactions.

Contribute toward and maintain a library of frequently asked questions (and answers).

Reduce customer reported issues that cannot be resolved by Level 1 Customer Supportto minimal reproducible test cases and concisely communicate them to LevelII Technical Support Engineers.

Initiate statement of work in response to customer requests.

• Lead assigned weekly customer meetings.

Assist new clients with the loading oftheir governing compliance documentation into Lucidoc.

Use conversion tools to convert documents from their native Word format to HTML.

Quality Assurance checking of converted documents and, where necessary, hand editing documents to ensure the original formatting is preserved.

• Conduct online and onsite training for new and existing customers.
• Validate Level II tickets when notified of their resolution by Product Development.

Test quarterly releases of software enhancements and updates by performing work in designated servers as requested by Product Development or Technical Operations..

If required, respond to prospective customer requests for information by providing online demonstrations and followup proposals.

To perform the job successfully, an individual should demonstrate the following competencies:

Analytical - Synthesizes complex or diverse information;
Collects and researches data;
Uses intuition and experience to complement data;
Designs work flows and procedures.

Design - Generates creative solutions;
Translates concepts and information into images;
Uses feedback to modify designs;
Applies design principles;
Demonstrates attention to detail.

Problem Solving - Identifies and resolves problems in a timely manner;
Gathers and analyzes information skillfully;
Develops alternative solutions;
Works well in group problem solving situations;
Uses reason even when dealing with emotional topics.

Project Management - Develops project plans;
Coordinates projects;
Communicates changes and progress;
Completes projects on time and within budget.

Technical Skills - Assesses own strengths and weaknesses;
Pursues training and development opportunities;
Strives to continuously build knowledge and skills;
Shares expertise with others.

Oral Communication - Speaks clearly and persuasively in positive or negative situations;
Listens and gets clarification;
Responds well to questions;
Demonstrates group presentation skills;
Participates in meetings.

Written Communication - Writes clearly and informatively;
Edits work for spelling and grammar;
Varies writing style to meet needs;
Presents numerical data effectively;
Able to read and interpret written information.

Adaptability - Adapts to changes in the work environment;
Manages competing demands;
Changes approach or method to best fit the situation;
Able to deal with frequent change, delays, or unexpected events.

Dependability - Follows instructions,…