Second Level Customer Care Representative

Level II Customer Care Representative
Addison, TX (Hybrid)
Direct Hire

• Become subject matter expert in all our software applications
• Responsible for becoming the subject matter expert for integration, responsible for any integration issues that arise and work with integration support to get them resolved
• Utilize SQL knowledge and application expertise to answer escalated questions from 1st level
• Write SQL statements to research and correct data issues
• Gather customer ad-hoc requirements for information, utilize SQL to gather results and present results back to customer in a professional manner
• Escalate issues, as appropriate, to 3rd level support or management.
• Assist customer care in achieving service level agreements and act as a resource for customer care to achieve this requirement
• Answer questions via telephone and email for customers requesting assistance with support.
• Deliver On-Line training to customers via phone/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, call backs from escalation partners and follow-up with Clients in a thorough and timely manner
• Communicating openly, honestly and constructively
• Take responsibility to resolve concerns and issues with the team, other departments, and with Clients
• Assist in training 2nd level customer care Representatives
• Able to maintain schedule as provided by management

• Bachelor’s degree is required.
• 2+ years of experience in a customer support role at a software company preferred.
• Strong problem resolution skills
• Prior applicable experience in a software support environment while rapidly learning new technologies is preferred.
• Knowledge of SQL, Microsoft Office Suite (2013/365), HTML, Windows 7/8/10, Wireless handheld devices (tablet/iOS/Android) preferred.
• Excellent presentation and communication skills (verbal and written)
• Must be goal oriented and work independently but also work well in a team environment.
• Must be highly organized with ability to prioritize tasks and manage time accordingly.
• Must have excellent phone manner and presence
• Ability to work as part of a team, yet be a self-starter
• Strong communication, reasoning, and logic skills
• Must be able to work with all levels of customer and Hyphen personnel
• Ability to handle multiple tasks and adapt to a fast-paced changing environment.
• Homebuilding/Construction experience or industry knowledge desired.

Estimated Min Rate
: $56000.00
Estimated Max Rate
: $90000.00

We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh’s network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh’s extensive talent community that will provide you with access to Yoh’s vast network of opportunities and gain access to this exclusive opportunity available to you.

Benefit eligibility is in accordance with applicable laws and client requirements. Benefits include:

• Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
• Health Savings Account (HSA) (for employees working 20+ hours per week)
• Life & Disability Insurance (for employees working 20+ hours per week)
• Met Life Voluntary Benefits
• Employee Assistance Program (EAP)
• 401K Retirement Savings Plan
• Direct Deposit & weekly epayroll
• Referral Bonus Programs
• Certification and training opportunities

Note:

Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without…