Summary

The Customer Support Specialist plays a key role in delivering exceptional service by
triaging and managing customer software support inquiries related to Bloodhound and
the full suite of Roydan products. This role focuses on resolving customer concerns
efficiently while ensuring positive user experience. In addition to direct customer
support, the Specialist will collaborate with fellow team members to troubleshoot and
resolve issues, contributing to the overall effectiveness of the support team.

Essential Duties and Responsibilities
Your essential duties and responsibilities include the following:

• Provide excellent customer support for a diverse community of users by meeting or
  exceeding all service standards.
  Professionally responding to all customer queries via phone or email through
  Roydan Support.
  o Manage and prioritize customer requests.
  o Identify and understand customer needs and how our products fulfill them.
  o Properly triage and assign tickets based on complexity or type of ticket.
  oCollaborate with others within the organization to resolve product issues.
  Ensure customer and internal tickets are followed up on and completed with
  proper notes, time entries, service types, and resolutions as part of Support Board
  management.
  Manage communications and tickets with 3rd party vendors.
  Communicate important support concerns to management.
  Proactively take advantage of opportunities to deepen knowledge of the Roydan
  suite of products and related industry products and news.
  Actively participate in stand-up, department, and company-wide meetings by
  having prepared updates and providing feedback as requested.
  Ensure the transfer of client files to Credit Bureaus on a client’s behalf.
  Other duties as assigned.

   

  Qualifications
  To perform this job successfully, an individual must be able to perform each essential
  duty satisfactorily. The requirements listed below are representative of the knowledge,
  skill, and/or ability required. Reasonable accommodation may be made to enable
  individuals with disabilities to perform the essential functions.

  
  Education and/or Experience
  Associate degree or equivalent required.
  Experience with troubleshooting software products preferred.
  Experience with Software Call Center or Software Help Desk preferred.
  Experience in delivering web-based training is preferred.
  Collection industry and Credit Bureau experience a plus.

  
  Language, Math, Reasoning and Problem-Solving Skills
  Ability to quickly learn our products.
  Excellent communication skills, with a positive, customer-centric attitude.
  Good analytical skills.
  Well-organized, follows through on commitments to customers and colleagues.
  Ability to document problems and solutions for customers and support colleagues.
  Ability to work individually and as part of a highly collaborative team.
  Ability to effectively organize and maintain customer data and keep customer
  matters confidential.
  Effectively communicate orally and in written form with others.
  Demonstrated ability to anticipate and solve practical problems or resolve issues.

  
  Certificates, Licenses, Registrations
  Must have a valid driver’s license.

  
  Physical Demands/Work Environment
  The physical demands described here are representative of those that must be met by an
  employee to successfully perform the essential functions of this job. Reasonable
  accommodation may be made to enable individuals with disabilities to perform the
  essential functions.