Jobscience
has adopted “Power to Succeed” as our byline because we judge our own
success based on our customer’s ability to succeed. The
Customer Service Representative is the key, front-line customer support
position and the “eyes & ears” for the Company, responsible for
supporting the relationship with our most valuable asset, our customers. The
Customer Service Representative assists customers in resolving open
issues; they help customers to achieve success through best-practice
guidance and they help customers to achieve a high level of satisfaction
with Jobscience solutions and our customer support services. The
position combines overseeing the rapid response to customer inquiries
and cases, to handling enhancement requests, analyzing common customer
issues and proactively suggesting customer support system solutions. The
position requires experience in HR practices, expertise in
salesforce.com or Force,com applications and excellent oral and written
communications skills. Jobscience
is developing unified talent management services that currently include
solutions for managing candidate sourcing, applicant tracking and
on-boarding. The applications are delivered
through role-based portals for HR, managers, employees, contract
workers, vendors and procurement. Inquiries can, therefore, come from people with little understanding of the application or the underlying technology.
Responsibilities. The Customer Service Representative supports assigned customer accounts, as well as the help desk during assigned hours. The Customer Service Representative manages their customer case load and coordinates problem case resolution with the customer. The
Customer Service Representative also monitors the case issue
load/resolution, relies on experience, judgment, product knowledge, has a
winning personality, team mentality, and their own personal commitment
to provide a 1st class level of customer service for our users. The
Customer Service Representative is expected to take a proactive role in
articulating suggestions for Development, Professional Services and
Training that address enhancements and training subjects that address
common customer service issues and common customer problems.
Qualifications. The position requires excellent organizational skills, great follow up and outstanding oral and written communications skills. The
Customer Service Representative should have solid experience with
either salesforce.com or Force.com apps (ideally ADM201 certified or
DEV401 certified.) Experience with HR software within or for a HR department would be a plus. Jobscience
will provide professional training where required, particularly for the
Company’s commercial solutions, our internal Force.com-based systems
and procedures and best-practice guidance in recruiting and HR. The
Customer Service Representative is expected to have a “can do” attitude
and an interest in not just reacting to problems but finding the root
causes and fixing them. The position requires a bachelor's degree and at least 2 - 3 years of technical experience.
This position is located in our Londonderry, NH Office.
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