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Product Support Representative I

Company: SunGard Public Sector
Location: Sioux Falls
Posted on: June 12, 2021

Job Description:

The Product Support Representative III provides first tier technical support directly to CentralSquare's customers via phone, web or email communications. Works with customer to diagnose problems and/or resolve questions. Escalates complex issues to appropriate technical experts.

Provide internal and external user support for application issues of a technical nature.

Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.

Create internal/external content for our knowledge base

Maintain consistent, regular communication with customers regarding the status of their requests.

Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.

Anticipate customer needs and effectively address concerns related to their issue or resolution

Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customers.

Ensure that individual performance meets or exceeds department standards.

Develop strong working relationships with cross-functional teams within the company.

Work with customers to identify reported system defects

May handle some escalated calls -work primarily under supervision with some independent discretion.

All other duties as assigned.

Bachelors in IT or equivalent relevant experience required;

3-5 years' experience in a software support or other related position;

Excellent organizational and time management skills with the ability to prioritize.

Strong communication skills with capability of interfacing with all level of organization

Strong internal motivation. Must have the ability to work independently but also contribute as part of a cohesive team.

Keywords: SunGard Public Sector, Sioux Falls , Product Support Representative I, Other , Sioux Falls, South Dakota

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