Customer Service & Support

Multi-talented individual needed to represent IMPACT, ISD's software support and maintenance program. Provide excellent customer service to support program members. Maintain relationships with clients and assist them in resolving issues about ISD bar code and labeling software products. Typical issues involve installation, printing and general software use.

Responsibilities

Responsible for working with ISD IMPACT support customers to optimize support program renewals and assure satisfaction.This involves both pro-active and re-active communication.

• Communicate with all internal ISD groups (Sales, Services, Professional Services, Accounting) to maximize customer satisfaction
• Identify and resolve post sales business issues
• Authorize software use
• Interact with customer support database and generate customer reports that provide the basis for conducting a pro-active, customer service telephone contact campaign
• Handle incoming calls and emails to customer service
• Thoroughly research customer issues, determining the best resolution path, documenting related activities
• Assist with the upkeep of the IMPACT support web site & knowledgebase
• Send monthly IMPACT support program renewal forms
• Renew IMPACT program participation and process IMPACT orders
• Contact customers quarterly to ensure customer satisfaction
• Follow up with customers to ensure that all licenses are current and valid
• Generate activity reports reflecting account call activity, resulting action items, and final problem disposition
• Participate in the promotion of other ISD products and services to existing clients.
• Present ISD's products, services and benefits to clients and prospects
• Uncover business opportunities for sales force
• Ensure customer adherence to ISD's corporate policies.
• Act as back-up, as needed, for the Receptionist/Office Administrator position
• Perform other duties as assigned by management

Requirements

• 4 year college degree in business or computer science
• Must  work well in a team environment
• Excellent communication &, telephone skills
• Knowledge of software applications
• Experience in telemarketing or customer support a plus.