EFI Customer Support Agent in Jacksonville, Florida
Customer Support Agent
Tracking #: 4039
Location: Jacksonville, FL
Position Type: Full-Time/Regular
WE are Self-starters , WE are Passionate , WE are Relationship builders , WE are Innovative , WE are Nimble , and WE are Transparent …WE are SPRINTers ! We believe in challenging you, then providing you the room and flexibility to deliver.
EFI is looking for a Customer Support Analyst to join our EPS Business Unit in our Jacksonville office.
The Customer Support Analyst will be responsible for providing support to new and existing EFI customers. This position requires an ambitious self-starter. The ideal candidate will have the skills indicated below, complimented with excellent written and verbal communication. Resolving customer issues requires good listening skills and the ability to understand investigate and recreate issues locally. The ability to translate information into our internal systems, in a detailed and meaningful way, is of great importance in this position.
·Manage email, telephone and on-line inquiries and logging such into the appropriate CRM system, routing and escalating them as appropriate to the various teams
·Provide support to customers via email and telephone using own discretion and experience
·Answer emails, opening cases in SalesForce, identifying customers, populating case details, and confirming accuracy of data
·Actively manage case volume and follow through with customer issues
·Develop and maintain excellent relationships with internal and external customers through telephone and written communications
·Log detailed reports documenting customer problems and other related situations
·Maintain accurate data within the CRM system
·Identify customers operational and business areas of weaknesses and guide EFI and customer to the right resolution in support of the business
·Other support tasks as determined by Global Support Manager
Education and experience requirements
·Strong working knowledge of EFI Pace, preferably as an MIS administrator
·Post-secondary degree, or diploma with relevant experience in one of the following disciplines:
oIT sys admin or helpdesk
oCSR, order management, procurement, business process mgmt
·Customer service experience
Relevant skills & knowledge
·Confidence in talking direct to client contacts at all levels
·Excellent organizational and interpersonal skills
·Willingness to learn
·Superior communication and listening skills
·A self-starter - ability to work with minimal guidance in a fast paced environment
·General computing skills, including email and internet based navigation
·Must be fluent (verbal and written) in at least one of the following languages: English, with additional languages considered highly preferable in Spanish and German
We move quickly, with the purposeful intention of solving a problem, accomplishing a goal, and ultimately making a difference for our customers, partners, colleagues and shareholders, EFI SPRINTers take action and adapt to changes in order to transform our customers businesses to be more productive and profitable through innovation in a digital print business.
EFI is an “Affirmative Action/EEO/Protected Veteran/Disabled Employer”