Product Application Specialist

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Job description

MissionStaff, a leading Tech, Creative and Digital staffing firm offering the best of contract work opportunities with many of the benefits associated with permanent employment has the following Product Application Specialist role available. This is a contract opportunity.

JOB SUMMARY FOR THE PRODUCT APPLICATION SPECIALIST:

Primary first line of customer support responding to customers' needs and requirements to gather relevant customer information needed to address their issue, and triage or resolve it. Possesses working knowledge of the Vertex suite of products, functional issues, low level system issues.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES FOR THE PRODUCT APPLICATION SPECIALIST:

• Facilitates resolution of customer issues by logging, triaging, and resolving when applicable. When needed, work with appropriate resources to route to the appropriate group for full resolution.

• Drives positive results in Customer Experience through timely response, and positive interaction.

• Responsible for meeting targets for performance metrics to achieve daily work goals.

• Possesses awareness of sensitivity regarding internal and external proprietary information and can distribute information appropriately.

• Provides consistent communication customer and work lead to effectively set and manage expectations.

• Responsible for identification of relevant knowledge that can be developed into future guidance related to application issues and their correct resolution.

• Support a dynamic team environment by collaborating with other departments, team and workgroup members, contributing time, effort and ideas.

• Act as a business liaison between Vertex and the customer balancing the needs of both in a way that drives a mutually agreed upon outcome.

• Communicates to customers with sensitivity, empathy and a sincere desire to understand their needs and concerns. Provides clear guidance to customers on how their issue will be handled.

• Engages key resources within the work center to ensure timely resolution.

• Participate in other projects or duties.

KNOWLEDGE, SKILLS AND ABILITIES FOR THE PRODUCT APPLICATION SPECIALIST:

• Customer support skills with assessing, routing and addressing customer inquiries of lower complexity/difficulty.

• Ability to confidently make quick decisions and use independent judgment to triage and/or resolve more straightforward/less complex customer issues.

• Ability to review information requests from inside and outside the support work center and makes informed decisions regarding what information to share and when to refer unresolved requests to appropriate next level for assistance.

• Ability to use good judgement in all actions with regard to internal and external communications that could impact the Vertex brand and/or the customer.

• Ability to make timely and appropriate decisions on routing; and provide timely statuses to customer and key stakeholders as appropriate to the situation.

• Strong writing and verbal skills; speaks effectively, using conventions proper to the situation.

• Possesses working knowledge of computer terms, MS Outlook toolset, Salesforce Service Cloud and other CRM toolsets.

• Must possess good organizational skills.

• Must be results oriented, customer focused, and exhibit good interpersonal skills.

• Proficiency in Microsoft office packages.

EDUCATION, TRAINING:

• Bachelor's Degree in Business or Computer Science or equivalent

• One year of related experience; or equivalent combination of education and experience required