Seeking a motivated individual for a frontline Tier 1 position providing excellent product and technical support to all customers. EMS Technology Solutions is a leading provider of cutting-edge technology solutions. We pride ourselves on innovation and delivering customized solutions to meet the unique needs of our diverse clientele.
The Right Fit for the Role:
Candidates should have excellent skills in communication, critical thinking, and the ability to help others understand the Operative IQ system. Candidates with proven experience troubleshooting technical issues and solving problems will do well in this role. This individual should be able to think of alternative solutions and ways to resolve issues, be able to quickly learn our proprietary software, and be very comfortable navigating web-based software. This individual will need to know how to hold a consultative conversation as there is no script to follow and calls can last from 5 minutes to an hour plus. This is NOT a call center position, and THIS IS NOT A REMOTE OR HYBRID POSITION.
Job Description:
As a Customer Service Specialist, you will play a crucial role in representing our company as a subject matter expert. We are looking for individuals passionate about helping customers and who have a genuine interest in driving improvements for customer satisfaction.
Serving as the main point of contact for our clients, including basic and complex questions, some general training, reporting and business process recommendations as needed. Another key component is the ability to drive business reporting analytics to provide customer education, including designing new ports and dashboards for customers usable across the entire client base.
Primary Responsibilities
Respond to customer inquiries in a timely manner regarding the Operative IQ software program through either telephone, web meeting or email
Identify and escalate issues to Tier 2 Support after exhausting efforts to resolve a given case
Assist Clients in the creation and analysis of management reports
Submit Feature Requests as needed
Record all customer interactions within internal CRM
Provide basic site training to customers on an as need basis
Other duties and special projects may be assigned
Qualifications:
Experience supporting software business applications
Ability to see a task/project through from beginning to end
Excellent follow-up skills
Good interpersonal skills and outgoing personality
Truly enjoy working with customers, resolving issues and developing relationships with customers by conducting consultative type client calls
Ability to speak and write clearly and accurately for customer responses and for building help documentation and videos
Analytical skills necessary to assist in report building
Attention to detail and accuracy
Effective listening skills
2+ years related experience and/or training
Bachelor's degree preferred
Experience in Emergency Management a plus
Microsoft Suite experience preferred
SaaS, Salesforce, Camtasia experience a plus
Benefits:
Health Care, Dental and Vision Benefits
401K with Company Match and Profit-Sharing Potential
Employer Paid Life Insurance
Competitive Salary
3 Weeks Paid Vacation
Standard Office Hours 8:30AM to 5:00PM
Office environment (not a remote/hybrid position), our offices are in Austell, GA
Company Overview
Founded in 2007, EMS Technology Solutions is a growing privately held company with a Software as a Service product called Operative IQ. Operative IQ is the leading provider of inventory management, asset management, fleet maintenance, narcotics tracking and RFID solutions for the First Responder industry.
Operative IQ has experienced steady growth over the years allowing us to build an exciting product and amazing relationships with our clients. We continually invest in the company's products and services, employees, and clients by seeking talented individuals that are passionate about the future.
Culture is very important at Operative IQ so, the ideal candidate will be brought into a welcoming, family-friendly company with a desire for healthy work-life balance. Our work environment is casual, our office amenities are great, and travel for tradeshows, customer visits and events are fun. We work hard, enjoy what we do and who we serve, and you will get to make a tremendous impact as a member of the Sales Team.
Our offices are in Austell, GA to accommodate employees commuting from Marietta, GA, Kennesaw, GA, Smyrna, GA, Powder Springs, GA, Woodstock, GA, Dallas, GA and Atlanta, GA.
EMS Technology Solutions is an equal opportunity employer and does not discriminate based on race, color, religion, gender, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law. References and a background check may be requested as a term of employment.