Global Support Center Representative Job in Lincoln 68516, Nebraska Us
Job Description
Kenexa is currently looking for a Global Support Representative to provide extreme service to our clients currently use our applicant tracking software as a standalone solution, as well as those who use our applicant tracking software in conjunction with other Kenexa technology and outside technology. You will be responsible for managing incoming client contacts via phone, email, live chat and our internal ticketing system. The incoming client contacts will range from standard system utilization questions to consulting with the client regarding current business practices and utilizing our software to best meet our client needs. The position requires the ability to multi-task and work in a fast paced environment while providing top-notch customer service and support. The demands of this role also require strong problem solving skills and the ability to look for and take initiative in certain circumstances. As the role continues to expand and evolve there will be additional demands that will involve the ability to configure the software to requested client specifications. This position reports to the Global Support Center Manager and is located in Lincoln, NE.
This is an ideal opportunity for someone who can provide exceptional customer service and has the ability to troubleshoot technical issues with clients of varying skill levels. If learning and personal growth is important to you and you are looking for a job that can offer you a definite career path, high visibility, and an exposure to clients from across all industries, this could represent an ideal position for you.
External responsibilities
First level support for clients-Via Phone, Email, and Instant Message
· Answer “how to” questions
· Answer technical questions
· Answer new release/upgrade questions
· Route clients to finance when appropriate
Second level support for partner level clients
· Complete tier 1 configuration requests or partner with configuration team to complete client configurations (depends on level of certification)
· Document every client contact
· Manage support, service and work tickets
· Research open cases with engineering configuration
· Provide updates to clients regarding open cases
· Liaise with engineering regarding technical escalations
· First level technical support for Kenexan’s
· Write weekly FAQ’s for Kenexa.com posting
· Escalation point for tier 1 calls
External requirements
· 1-2 Years of work in a customer service environment.
· Good organizational and time-management skills.
· Exceptional communication skills in both verbal and written manner
· Close attention to detail
· Technology support experience is preferred
Apply online at:
https://2xrecruit.kenexa.com/kr/cc/jsp/public/EmailJobDetail.jsf?npi=98DDC497C26E1575969E7A621BEEF933rand=77A1726ED436D29FEDBB7C10BBA76FA3