General Summary:
The Associate - Support Services Group is an entry level position that, with general supervision, will provide comprehensive telephone support and assistance to new or existing Soft-Pak customers and other Soft-Pak service personnel. The individual will deliver the highest quality of professional support services while demonstrating value to our customers.
Current Responsibilities:
Major responsibilities include, but are not limited to the following:
Service as a representative of Soft-Pak for new and existing customers
Provide telephone (remote) support and assistance to customers in the installation and/or utilization of the Soft-Pak software and business application or in diagnosing problems with these products in a timely and accurate manner to assure customer satisfaction.
- Use proper departmental procedures for call control, problem resolution, reporting and escalation in accordance with the SSG manual.
- Communicate with other Soft-Pak staff on responding expeditiously to the Customer's questions or problems.
- Provide support and assistance to other Soft-Pak staff in the installation / utilization of the computer software.
Communications with the Director of Support Services
- Make recommendations to enhance the Master File, Customer Service, Volume I and II manuals, or other documentation.
- Participate in Departmental discussion meetings.
Miscellaneous
- Maintain and increase personal knowledge on applicable products / applications via training, documentation and personal research.
- Achieve departmental performance objectives for service level and Customer Satisfaction surveys.
- Assist other co-workers in a testing capacity, whether Support Services Group or Research and Development Department.
- Participate in Annual Users Meetings and Regional Training Sessions, where applicable.
- Assist with preparation, documentation or otherwise, of above Meetings and Session, as requested by the Director of Support Services.
Knowledge, Skills and Abilities Required:
- Professional training in a technical or business area (equivalent business experience may be acceptable). Requires experience in a service-related field.
- Knowledge or experience with the Soft-Pak software, hardware or business applications consistent with a specific product or business area.
- Must have good verbal and written communication skills.
- " Must have knowledge of customer service, telephone etiquette and problem solving skills.
- Experience in and/or knowledge of the industry and business practices used in Soft-Pak's target market is a plus.
The above is intended to describe the general content of and requirements for the Support Service Associate position. It is not to be construed as a sole statement of duties, responsibilities or requirements.
Send resume and earnings history to:
Soft-Pak, Inc.
3550 Camino del Rio North, Suite #208
San Diego, CA 92108
ATTN: Carla Walsh -- Manager - Support Services
Email: cwalsh@soft-pak.com
Fax: (619) 283-2330 x506
