Customer Support Rep- Global Software Leader!

Customer Support Rep- Global Software Leader- San RafaelASAP Customer Support Representative -- Join this global leader!Temporary to possible hire opportunity - San Rafael. Spanish/Portuguese language skills a plus!Role/Purpose: Supports customers and partners in all aspects of purchasing products, including order entry, subscription, and renewals. Interacts with customers, partners, and other internal departments to provide a variety of pre-sales or post-sales services. Develops and maintains positive customer relations; coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. Principal Duties and Responsibilities: · Enter orders into the order system including customer information, serial numbers, and registration codes. Ensure that the orders comply with Pricing and Discount policies. · Respond to customer inquiries through e-mail, fax, and/or phone (either direct or queue system). If unable to resolve customer issue, escalate to appropriate staff or management and respond back to customer with solutions provided by escalations. · Provide service within agreed upon Service Level Agreements (SLA's) with various customers, both internal and external. · Receive, investigate, and respond to customer inquiries regarding shipments, products, verifications, registration, and complaints. Provide information regarding order status, shipping dates, prices, product availability, and back orders. Analyze and research historical data to solve customer issues. Log quality problems or issues in database. · Educate resellers on resources available and promote the self-service tools. May include providing hands-on training. · Communicate and work closely with local sales office to obtain approvals for returns and/or credits. Maintain records of returns, schedule changes, product enhancements or changes, product pricing, and return credits. · Fill internal/external customer requests for lost media (i.e. disks, manuals) or additional company materials. · Generate and analyze regular and ad hoc reports for sales representatives and/or channel partners. · Document policies and procedures based on expertise in specific job areas. Work with Process Team to document best practices and workflow. · Build customer relationships in-person or by phone. Proactively suggest solutions based on knowledge of customer's business and past purchase history. · Ensure high level customer satisfaction by fairly resolving escalated issues. Maintain established levels of productivity set by the Manager. 1-3 years customer service experience- call center environment preferred.  Stellar communication skills, positive attitude and high level of professionalism required. Please send resume ASAP to lesliecarey@spherion.com  !  Since 1946, Spherion has been helping talented individuals find rewarding job opportunities that drive excellence in their career. Through a network of 700 offices nationwide, we place 300,000 job seekers in fulfilling office professional, industrial and contact center positions every year. Put our career specialists to work for you!