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Summary
This key position is responsible for subscriber support of Centive’s flagship sales compensation management solution Compel. The support consultant will troubleshoot and respond to customer questions related to Compel, as well as create and maintain the internal services documentation, including but not limited to the Compel Knowledgebase, user guides, and services methodology.
Primary Duties and Responsibilities:- Provide assistance to customers in the use of our web-based on-demand sales compensation software by phone.
- Troubleshoot and analyze incoming customer calls related to our web-based software.
- Create and test workarounds for key issues until permanent solutions have been made in product design.
- Document all calls and related support functions in ticket tracking software.
- Serve as a customer advocate to resolve their problems and maximize customer satisfaction.
- Communicate professionally and effectively with customers at all levels. Explain technical details in a plain, clear and simple manner.
- Analyze/test software to determine the type of problems the customer is encountering which could include software bugs, client set up, corrupted data, user error, etc.
- Assist in the development of a FAQ list and knowledgebase.
- Deliver classroom training on the use and best practices available in the Compel solution.
- Ensure a high degree of customer satisfaction in all work and interactions.
- Other duties as directed by supervisor.
- Note: Support is provided from 8:00 AM ET to 8:00 PM ET. Candidates must be available to work until 8:00 PM ET. Flexibility in start time and ability to work remotely is available to accommodate support in evening hours.
- Customer focused
- Propensity for hard work and willingness to perform different roles as required
- Excellent communication and writing skills
- Leadership and teamwork qualities
- Efficient time management skills
- Undergraduate degree
- 2 to 3 years of work experience
- Authorized to work in the U.S. without the need for sponsorship
- General knowledge or experience with sales or HR compensation highly recommended
- Very limited travel (<5%)
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