Client Service Rep I

at Softpath System LLC
Location Burlington, Vermont
Date Posted July 4, 2022
Category Call Centre / CustomerService
Job Type Not Specified


  • Overall Expectations:

    Our Dealer Support Team makes things more than right for our clients. On our team, technical aptitude is important, but so is a great attitude, a collaborative spirit, and a curious mind.

    Support Analysts provide strategic site configuration and technical support for the client base. This support includes resolving issues, answering questions, providing training, and working to drive value for our clients. Support Analysts spend most of their time working with clients and collaborating with their teams to troubleshoot problems and develop scalable solutions.

    Core Competencies for this role include:

    Unrelenting client focus

    Action oriented



    Situational adaptability


    Interpersonal savvy


    Provide exceptional service to both internal stakeholders and external clients

    Manage the expectations of demanding clients to deliver high quality results in a timely fashion.

    Work directly with clients and 3 rd party providers to understand, analyze, and troubleshoot technical problems while providing scalable solutions.

    Perform root cause analysis.

    Triage and resolve issues, working with both internal and external groups.

    Take responsibility and ownership for client requests and execution of best practice recommendations

    Document processes and resolutions.

    Develop extensive knowledge of DDC products and services.

    Learn and utilize DDC support tools, processes and procedures.

    Assist with additional special projects as assigned.

    Follow and adhere to all Support policies, including call and case-handling practices.

    Provide feedback on current practices to Support leadership.

    Demonstrate flexibility to work any of the Support shifts including but not limited to a rotating Saturday shift

    Other duties as assigned

    Reporting Relationships and Contacts:
    Support Analyst will report directly to a Manager and is expected to effectively work both independently and in a team environment. This position interacts directly with clients and partners as well as internally with team members, managers and leaders within the Dealer Support organization. In addition, this position collaborates

    with other partner teams such as, Performance Management, Implementation and Advanced Support teams. This position does not supervise any other positions.

    Working Conditions:

    The DDC Support Team works in an open environment to encourage the best possible service by allowing open communication and collaboration from co-workers. This position requires some phone work and constant computer usage. Hours worked may vary due to the shift schedule of the department. The ability to work on-call after hours and/or weekend daytime shifts is required.

  • Job Requirements:
    1. Will the candidate(s) work 100% remote or 100% onsite or temporarily remote ONLY during the pandemic? 100% remote
    2. If this resource is required to be onsite at any point during the contract, do you acknowledge that this resource must be vaccinated? No.
    3. Do candidates need to be local to interview? No, they can be remote.
    4. Are masks required in your work location? N/A
    5. What are your top 3-5 MUST HAVEs OR REQUIRED skillset? Technical Knowledge (PCs) Adaptability Teamwork Communication Initiative
    6. Is this position a driving role? No.
    7. Will the resource be acting in a supervisory role? No.
    8. Is this a safety sensitive position ( ex, warehouse and other positions that require driving )? N No.
    9. Worksite Zip Code? N/A
    10. What is the shift going to be? 9-6 EST.
    11. Is this contract to perm? Contract
    12. Potential for Extension? Yes
    13. Will this 40 hours work week? And Will there be OT required? 40 hours, no OT requirement.
    14. Interview process
    15. When will you start interviewing? ASAP!
    16. When is the anticipated start date? 11/29/21
    17. When is the end date of the project? N/A

    Knowledge and Skills Requirements:

    What We Look For:

    • Bachelor s degree preferred
    • 2-3 years of technical support experience a plus
    • Demonstrated ability to provide world class service and entice our clients to become raving fans of
    • Working knowledge of HTML, CSS, Bootstrap and broad website concepts
    • Strong analytical skills and data-driven thinking
    • Excellent written and verbal communication skills
    • Strong troubleshooting software systems and applications
    • Strong teambuilding skills with demonstrated problem solving abilities
    • Able to resolve client issues efficiently, effectively, and expeditiously in an independent manner
    • Self-directed, driven, and enthusiastic
    • Ability to multi-task and perform in a fast-paced environment.

      Preferred: Experience with one or more of the following (not required)

    • Troubleshooting methodologies
    • HTML
    • Email theory
    • Networking
    • Data Analysis
    • DNS
    • Browser configuration
    • Flash
    • Java
    • Mac, Windows, iOS
    • Remote app support