Customer Support Specialist

Temporary

for our North Austin client.

THIS IS AN EIGHT MONTH PROJECT.

Representative in systems, products, and procedures related to subscription services, and acting as the primary point of contact for all subscription-related tasks, including:
• Changes, mergers, consolidations, renewals, and cancellations.
• Subscription-related calls, inquiries, and payment processing (credit cards, POs).
• Ensuring accurate syncing of subscription data with GP and reviewing monthly subscriptions to match with quotes for accuracy.
• Assisting with order entry and approvals for both subscription orders.
• Reviewing upcoming subscription subscriptions, including late subscriptions, across all lists to ensure timely action.

During slower periods in subscription workflow, support Customer Operations (CustOps) by:
• Assisting with general service tasks, including order entry, RMA, approvals, and other CustOps responsibilities.
• Jumping in on team-wide initiatives or coverage needs.

TO SUCCEED, YOU’LL NEED:
• 3-5 years of customer service or sales experience.
• Ability to thrive in a fast-paced environment.
• Excellent interpersonal and multitasking skills.
• Knowledge of Salesforce is a plus.
• Strong oral and written communication skills.

KEY RESPONSIBILITIES:
• Handling orders, quotes, and order status inquiries.
• Creating and revising quotes and sales orders.
• Resolving customer issues and discrepancies.
• Resolving order, shipping, and invoicing discrepancies.
• Processing quotes and sales orders for RMAs.
• Handling unit billing cases.
• Ensuring correct billing information for smooth transactions.
• Modifying subscriptions and billing.
• Researching accounts and contacting customers as needed.
• Participating in operations meetings.
• Resolving address and parts issues.
• Notifying production team of urgent orders.
• Maintaining part numbers and customer address records.