Customer Support Agent

THE POSITION

We are looking to hire a Customer Support Agent to handle Tier 1 level support calls/cases for our Financial Operations group. This position requires strong IT customer support experience and verbal and written communication skills, to fulfill support duties for multiple applications, from the Contour offices, as part of Harris's global Finance/Client Care team.

RESPONSIBILITIES

Act as the first line of communication with clients, thus focusing intently on customer satisfaction and relationship management.

All tickets assigned a problem type, identified as either Tier 1 or Tier 2 support, and assigned to a member of the Finance Systems Support queue within 4 business hours of receipt of the ticket.

Identify and escalate tickets outside of Tier 1 support capabilities and perform a detailed written hand-off, and if required, verbal hand-off to a Tier 2 resource.

All tickets in a Tier 1 status must not exceed 2 business days in the ticket queue. A resolution, user-approved ticket closure (with support attached), status change to pending or escalation to Tier 2, is required by the 3rd business day.

User setup and access modification issues are marked as resolved within 1 business day from ticket transfer into the Finance Systems Support queue and have the required access approval support included in, or attached to the ticket.

Meets all defined service levels for unresolved problems, and re-assign tickets to the appropriate internal/external team.

Makes recommendations to address problems, improve service, and provide improved support.

All tickets in a pending status contain the pending reason. All pending tickets should be transferred out of pending status within 2 business days of the assignment of the ticket to pending.

HARRIS SYSTEMS IN SCOPE

Blackline

BPC

Client CashPro

Credit Hound

ExpenSite

Great Plains

Nexus

Jaggaer

Crystal Reports

Integration Middleware

REQUIRED SKILLS

Bachelor's degree in computer science or related field.

2+ years of enterprise software support experience (preferably with international customers)

Customer Focus - Building strong customer relationships and delivering customer-centric solutions.

Proficient in English – speaking, reading, and writing.

Proven ability to learn and gain working knowledge of new systems and business processes.

Proficient in the following Microsoft Office 365 applications: Outlook, Word, Excel, Teams

Flexibility/adaptability - Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.

Communicates Effectively - Developing and delivering multi-mode communications (verbal and written) that convey a clear understanding of the unique needs of different audiences with clients at all levels; from senior executives to accounting clerks and third-party implementers.

Drives Results - consistently achieving results, even under tough circumstances.

Attention To detail – does not let important details slip through the cracks.

Reliable – can be counted on to deliver quality work on time, or communicate any delays in advance of deadlines.

Teamwork - Positive team attitude and ability to adapt to a fast-paced environment.