Administrator of Customer Support

SPSI is a full service business solutions IT company.  We are looking for someone to be our customer's advocate -someone to help manage the support on the accounts, be proactive in providing customer service; making sure that all customer needs are anticipated and  that SPSI has a solution to any problem that may arise BEFORE it arises. 

 

This individual would report directly to the Director of Distribution Systems.  The qualified candidate would own the ongoing relationship with all SPSI customers involved in a perpetual support contract:Pro-active telephone and electronic communications on scheduled intervals (minimum - monthly) Pro-active customer satisfaction surveys, 100% surveyed bi-annually Pro-active relationship enhancing activities, promotions, events, education, and customer visits when appropriate Customer liaison involved with other SPSI personnel in sales, marketing, engineering, admin, accounting, etc… Monthly communications in form of newsletter or similar blast email of interesting and valuable information Ownership of CRM, including tracking support trends, identifying mini sales opportunities, etc… Manage and design customer support plans, including fee management, support process, software version compliance, and updated connectivity protocols. Coordinating engineering efforts/scheduling and customer follow up dedicated to direct customer support situations Coordinate customer and engineering efforts related to customer solution enhancements. Use desktop computing, spreadsheets, forms, databases, CRM, support software to improve all customer support processes and through frequent customer communications make all SPSI customers truly brag about the “over the top” service they receive from you and SPSI.

 

Basically, this position is designed as a pure customer advocate within SPSI’s infrastructure…

 

Qualifications include:Minimum, three years experience in a direct customer support role, or supervisory position within the customer support function.College degree would be helpful, but is not required for this position.Super user: Microsoft Excel, Microsoft Access, Microsoft Word, Microsoft Outlook, Microsoft PowerPoint Take charge attitude, enjoy multi-tasking, enjoy proactive customer communications, and enjoy development of documents, documentation and improving general administrative processes. Must have the ability to turn potentially negative situations into positive customer experiences, have the ability to sell the value of mini projects as customer’s request systems enhancements. Must be able to interact in a lively work environment, able to tune out distractions and direct or assist others to maintain a professional working environment with one another, as well as our customers.