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Customer Support Rep

E-emphasys Technologies

E-emphasys Technologies

Customer Service
Cary, NC, USA
Posted on Friday, June 14, 2024

About Us

We are a leading ERP software and solutions provider to dealers and rental companies of heavy equipment. We specialize in working with the construction, mining, forestry, material handling, and agriculture industries. We aim to be the ERP thought leader in our space and a trusted IT advisor to all dealers and rental companies. Today, we have over 700 employee associates, offices on four continents, and customers in over 20 countries. We are privately held, and our headquarters are in beautiful Cary, NC. We are actively seeking talented individuals to join our team and help us aggressively grow our North American footprint for both our on-premises and 100% cloud-based ERP solutions.

Why work for VitalEdge?

We don’t just sell technology, we enable transformation that results in broader societal benefits like building homes and critical infrastructure, growing food and delivering all sorts of products we all rely on for daily life. We exist to ultimately equip the world to keep running. We have more than 60 years of combined experience and two industry-leading software suites and associated apps, with which we will drive the market forward. It’s an exciting time to work for VitalEdge – join us!

Position Overview

The Customer Support Representative position will be responsible for delivering the Company’s North America functional, product level support for our world class ERP and other business applications. This role will be a part of a team at our North America headquarters and will be responsible for ensuring that our customers who log support tickets receive nothing but the most positive of experiences while troubleshooting their questions. There will also be leadership and mentoring opportunities as the Customer Support Rep becomes more experienced with the product. This role will follow our standard processes around providing support and deliver to defined Key Performance Indicators (KPIs).

Responsibilities

  • Takes ownership of and provides resolution to application support incidents reported by our customers
  • Ensures that our customers receive excellent and consistent customer service
  • Prioritizes support incidents and conducts system troubleshooting in a timely manner
  • Ensures that the support cases are handled in accordance with service level agreements and business requirements
  • Partners with internal global product and technology team members to understand/seek resolutions – to customer issues and provide feedback to them based on support cases
  • Continuously learns application features and functionality to deliver the most appropriate/relevant resolutions to customer issue
  • Maintains composure while working with customers and team members to resolve escalated issues and takes appropriate action to prevent recurrence
  • Works in relevant support shifts as scheduled by Support Manager
  • Works independently and within a team

Required Skills & Education

  • Bachelor’s Degree
  • Call center environment
  • Knowledge of support ticketing systems
  • Effective verbal and written communication
  • Excellent organizational and individual productivity skills
  • Critical thinking, analytical capabilities and problem solving
  • Effective team player and ability to work as part of a global team
  • Strong interpersonal and mediation skills

VitalEdge is an Equal Opportunity Employer