Customer Support Specialist

Job SummaryThis individual will be required to understand and perform all aspects of the Customer Support Team related to the normal day to day requests of MathWorks customers. Although inbound phone work is the primary focus of this position, generalists will also be expected to support customers via email, and the World Wide Web. This position requires basic computer skills and the aptitude to learn software tools needed to complete the following daily tasks: basic requests for pricing, ordering, order status, training enrollment and requests for invoices. This person will also work with others at the MathWorks to solve customer problems in the following areas: licensing policy, invoicing, passcodes, and educational policy. Basic teaming skills such as the ability to work with others, identifying and implementing suggestions for improvement, and actively participating in team meetings is also required.ResponsibilitiesCustomer Service - The majority of time will be spent servicing both internal and external customer requests via the phone, email and web. Must be resourceful, display excellent decision-making, problem solving, and conflict resolution skills, and show a proper amount of empathy for our customers. Must also be a champion for our customers. This person will have direct supervision but should be able to work independently. Project related activities - After six to eight months a person at this level will be participating in assigned projects that are primarily departmentally focused. They will be responsible for: identifying and implementing ideas for process and policy improvements; writing and reviewing solutions; and participating on cross-functional teams. Teaming activities - After three to six months a person at this level should be involved in facilitating team meetings. This will involve decision making, consensus building, conflict resolution, and problem solving on team related issues. This person should be providing input/feedback that defines solutions that are best for all. They should be able to step back from issues and look at the big picture without emotion or bias with the understanding that the impact of their decisions may be significant Qualifications Bachelor degree (preferably with a concentration in Business) Experience working in a Windows environment with multiple applications and navigation between applications to solve problems a plus Ability to type minimum 20 WPM Strong problem solving skills Strong verbal and written communication skills Strong organizational skills Excellent judgment and decision making skills Follow through on tasks to completion, and take ownership of issues Ability to identify and implement process and policy improvements Previous experience using a CRM application (preferably Siebel or Vantive) Company: The MathWorks, Inc.Reference Code: 6689 ©2006 The MathWorks, Inc.