Customer Support Representative II

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Job description

Client Domain/Industry: (Insurance Services) - Experis, a opportunity for ManpowerGroup company has an exciting contract for a Customer Support Representative II. This position is a 6+ month contract for one of our key clients.

Role: Customer Support Representative II

Location: Remote

Job Description

With general supervision, resolves internal and external customer concerns raised during installation, operation, maintenance or product application or compatibility matters in a manner that support the achievement of Global's satisfaction, growth and operational excellence goals.

Essential Functions

• Act as a first point of contact in addressing the complex and escalated customer concerns related to client's software products and services.


• Respond to routine and complex telephone or written inquiries from software users, doctors, clients and third parties; effectively position messages in a manner that is supportive of divisional and corporate strategies as necessary to ensure appropriate resolutions


• Troubleshoots problems with software applications and recommends corrective action


• Adhere to internal escalation processes and assists in the development of support procedures, methods, best practices and documentation to provide consistent and reliable support and excellent technical service


• Analyze, reproduce, trouble-shoot, and resolve technical issues related to specific and general functionality of client product/software (internal or external) and (if applicable) associated third-party integrations


• Maintain an in-depth knowledge of the client products/software


• Document customer (internal or external) information and recurring technical issues to support product quality programs and product development


• Act as a customer advocate, championing issues which have an impact on customer operations as they relate to client products/software


• Utilizes multiple systems/tools to troubleshoot a variety of issues and partner with various departments to ensure software products meet the needs of the customer


• Maintains all defined service standards

Job Specifications

• Typically has the following skills or abilities:


• Bachelor's degree in Business Administration, Computer Science or related field or equivalent work experience


• One year of technical customer service experience handling complex customer software related issues in a high-volume environment


• One year taking inbound phone calls within a call center environment


• Basic understanding of network, server and software methodologies and how they relate


• Demonstrated interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities


• Demonstrated high degree of accuracy and proficiency in problem identification and diagnosis for most working situations, including those that present a moderate degree of complexity


• Available to work any shift, including weekends, holidays, and/or overnight


• Demonstrated effective verbal and written communication skills including business writing, grammar, and punctuation in order to correspond with customers via letter, email and webchat


• Demonstrated ability to communicate and collaborate across multiple teams and locations


• Demonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities


• Demonstrated ability to learn, support change management and assimilate new information quickly


• Ability to work at a computer 90% of the time


• Ability to use independent judgment/discretion for problem escalation on more complex issues or situations and coach less experienced representatives in basic procedures

Primary Recruiter: Kinnari Ganatra

Recruiter Phone Number: Ext - 7175

Recruiter Email:

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