The CCS Companies

Technical Support Consultant

US-NH-Salem
Job ID
2017-2148
# of Openings
1
Category
Customer Service/Support

Overview

The CCS Companies, a Collection and Business Process Outsourcing leader is looking for a driven Technical Support Consultant to join our growing team.

 

POSITION SUMMARY:

The focus of the Technical Support Consultant is to ensure that all of our Automated Voice Messaging (AVM) customer accounts run smoothly. You will be responsible for the delivery of custom reporting and support the calling schedule process and system. Do you have 2 or more years of Account Management expertise?  Do you pride yourself on being technologically savvy, have sharp troubleshooting skills and love to delight customers?  If yes, then this may be the job for you!

 

RESPONSIBILITIES:

  • Ensure AVM campaigns are running on schedule and to specifications, escalating issues as appropriate
  • Assist customers with product, service and campaign inquiries
  • Work collaboratively with the CCS Relationship Managers to grow existing accounts and monitor account escalations and overall account health
  • Act as CCS' product expert to guide customers with best practices and provide content and training as CCS expands services
  • Assist assigned customers with the launch of new campaigns, products and services.
  • Be responsible for keeping the CCS CRM tools up-to-date
  • Contribute to forecasting, tracking, account reviews and product planning meetings
  • Support Sales Executives/Relationship Managers, by creating implementation plans and activities for customer onboarding
  • Key measures of success: customer satisfaction, customer retention, campaign health and account growth!

Responsibilities

EXPERIENCE REQUIREMENTS:

  • 2 years of account management experience ideally in a technology B2B business and successful experience with upselling within existing accounts
  • Previous experience in the Communications industry is a plus
  • Detail orientation coupled with strong planning and follow-through
  • Strong verbal and written communication skills
  • Strong interpersonal skills and proven ability to develop and foster relationships - ability to work well with others
  • Good analytical skills and experience with problem identification and resolution
  • Sense of urgency and exceptional customer-support orientation
  • Proficient in MS Office (Excel, Outlook, PowerPoint) and CRM tool

 

EDUCATION/Credential REQUIREMENTS:

B.S. Degree preferred or directly related equivalent experience. 

Qualifications

  • Highly competitive compensation
  • Generous Paid Time Off (starting PTO is 3 weeks!)
  • Excellent medical and dental coverage
  • Short and long-term disability insurance
  • 401(k) plan with employer contributions
  • Tuition reimbursement
  • Employee referral program
  • 2017 "Best Call Centers to Work For" Winner!
  • Great culture, game room, etc.

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