1983 Customer Support Specialist jobs in Washington

This position works under close to moderate supervision to provide resolutions to end-users (customers) by performing a question diagnosis while guiding customers through step-by-step solutions. This support is provided by clearly communicating technical solutions in a user-friendly and professional manner. This position will provide software demonstrations on functionality and new features for current and potential customers and help set up system environments.

Alliance Enterprises develops software solutions that make a meaningful difference in the lives of vocational counsellors and the individuals they serve. Since 1981, Alliance has led the way in delivering cutting-edge, people-centered technology backed by exceptional customer service, technical support, and the highest standards of security and data compliance. We are committed to an accessible future and empowering people with the tools they need to succeed.

Here is a little window into our company: Alliance Enterprises was acquired by Valsoft and now operates under the Aspire Software portfolio. Aspire Software, the operational arm of Valsoft Corp, operates and manages Valsoft's global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

The successful candidates can be based anywhere in the US, working in a remote work model!

What your day will look like:

Duties and Responsibilities

• Troubleshoot support issues of a proprietary case management system

• Utilize internal and external tools to achieve a positive outcome for our customers

• Assist on-premise and hosted customers in updating and maintaining their systems including add-on products to also meet federal reporting or accessibility requirements

• Demonstrate the ability to adapt to an ever-changing software development life cycle including modern technologies and requirements

• Maintain quality case documentation, including formatting standards and styles

• Maintain case movement expectations

• Understand specifications and basic code reading skills

• Depend on others for instruction, guidance, and direction

• Communicate clearly for assigned duties both written and spoken

• Provide timely updates on assigned work to relevant stakeholders

• None

• Required to participate in daily scrums

• Required to participate in weekly support triages

• Required to participate in support training activities

• Ability to collaborate with customers on issues and inquires with moderate supervision

• Ability to work cases within contractual service level agreements

• Ability to perform duties as a Project Implementation Support Assistant

• Proficient in Microsoft Office; Word, Excel, PowerPoint, and Teams

• High school diploma or GED required
• Associate Degree or equivalent years of experience
• 2 years' experience in customer support
• Previous experience supporting a proprietary database software

• Basic understanding of relational database management systems (RDBMS)

• Basic understanding of the software development life cycle (SDLC)

• Basic networking knowledge to include connectivity, TCP-IP, DHCP, DNS, LAN/WAN

• Basic understanding of Microsoft SQL Server to include creating basic select queries and reading stored procedures

• Basic understanding of Microsoft Internet Information Server (IIS)

• Basic understanding of analytics using Power BI or Tableau

• Basic Programming Skills or Visual Studio experience
• Familiarity with Vocational Rehabilitation

• None

• Prolonged periods sitting at a desk and working on a computer

• Operation of a computer and typical office machinery

• Must be able to lift up to 15 pounds at times

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Work From Home
• Wellness Resources
• Short Term Disability

• Lead, train, and mentor a team of customer support representatives.
• Handle escalated customer complaints and resolve complex issues efficiently and effectively.
• Develop and implement customer service policies and procedures to enhance service quality.
• Monitor customer support metrics and provide regular reports on team performance.
• Identify trends in customer issues and collaborate with product and engineering teams to implement solutions.
• Ensure adherence to service level agreements (SLAs) and company standards.
• Maintain a deep understanding of our products and services to provide accurate support.
• Contribute to the development of knowledge base articles and training materials.
• Analyze customer feedback to identify areas for improvement in products and services.
• Foster a positive and productive team environment that prioritizes customer success.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 4 years of experience in customer service, with at least 1 year in a lead or supervisory role.
• Proven track record of successfully resolving customer issues and exceeding expectations.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving and critical thinking abilities.
• Experience with CRM software and helpdesk ticketing systems.
• Ability to manage multiple priorities and work effectively under pressure.
• Demonstrated leadership skills and the ability to motivate a team.
• A genuine passion for helping customers and ensuring their satisfaction.
• Proficiency in analyzing support data and generating actionable insights.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in a customer support or technical helpdesk role, with at least 2 years in a senior capacity.
• Proficiency in troubleshooting common software and hardware issues.
• Experience with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Demonstrated ability to handle challenging customer interactions with patience and professionalism.

• Become a product expert - Maintain a high level of product knowledge to provide accurate information and assistance to both customers and your colleagues
• Take charge of customer issues from start to finish, while working in a dynamic and fast-paced environment
• Respond promptly and professionally to customer inquiries via email, chat, or video conferencing
• Resolve product or service issues by understanding the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, and following up to ensure resolution.
• Document and track customer interactions, transactions, comments, and complaints using the company's CRM system
• Gather customer feedback and work directly with Product and Engineering teams to share insights to help improve products and services.
• Stay up-to-date with company policies, procedures, and product updates to provide accurate and consistent information to customers
• Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client's needs are met.
• Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction.

• Required: Must be located in PST or MDT
• Ability to work 9am-5:30pm PST
• Required: Bachelor's degree obtained within the last 12 months
• Required: Proficient in English; written and verbal communication skills
• Demonstrated experience problem-solving with attention to detail
• Organizational skills and experience improving processes
• Flexibility with changing job duties and responsibilities
• Time management skills and ability to prioritize

• Serve as API's on-site liaison with the airline partner, providing support, guidance and training.

• Process client requests received from the airline through the API Operations system. Assess all customer needs. All responses must be prompt, well-informed, accurate and professionally executed.

• Follow-up on all client requests and transactions. All tasks must be fully executed and client satisfaction is critical.

• Alert supervisor on all items of critical nature that require management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely.

• Negotiate with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API.

• Resolve client disagreements in a calm and professional manner. Research and present solutions to satisfy client needs based on facts.

• Effectively use all available tools and methodology i.e. phone, email, fax and Reservation Systems (ACES, Hotel Express, IHRS) to track and provide solutions to client needs, requests and overall expectations.

• Adapt to irregular operations (IROPS) to accommodate needs arising from the changing dynamics of airline schedules and unforeseen situations. This includes and is not limited to extended work schedules and serving "On Call" when needed outside of regular working hours.
• Learn and maintain knowledge of API's call center work methodology and reservation systems to best serve API's clients in the most efficient and professional manner.

• Achieve a passing score on initial API Operations Agent Training. Maintain currency through annual recurrent training classes. Passing score required to certify completion.

• Knowledge of airline crew scheduling is a strong plus.
• Prior experience with GDS systems, hotel reservation systems, airline reservation systems and/or related functions preferred but not required.
• Excellent Interpersonal skills.
• Able to work in a fast paced environment.
• Great telephone etiquette.
• Excellent writing skills.
• Excellent computer skills.
• Ability to multi task and prioritize.
• Detail oriented with great organizational skills.
• Flexible work schedule including availability to work weekends and holidays.
• Able to work overtime if needed.
• Second language a plus.

• Ability to positively present API in customer facing situations.
• Customer service background is a plus.
• Airline/Hotel/Travel experience is a plus.

• Become a product expert - maintain a high level of product knowledge to provide accurate information and assistance to both customers and your colleagues
• Take charge of customer issues from start to finish - while working in a dynamic and fast-paced environment
• Respond promptly and professionally to customer inquiries via email, chat, or video conferencing
• Resolve product or service issues by understanding the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, and following up to ensure resolution.
• Document and track customer interactions, transactions, comments, and complaints using the company's CRM system
• Gather customer feedback and work directly with Product and Engineering teams to share insights to help improve products and services.
• Stay up-to-date with company policies, procedures, and product updates to provide accurate and consistent information to customers
• Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client's needs are met.
• Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction.

• Bachelor's degree
• 0-3 years of work experience
• Ability to work a 9am-5:30pm PST Monday - Friday schedule
• Demonstrated experience in problem-solving with attention to detail
• Time management skills and ability to prioritize
• Excellent communication skills, both written and verbal

• Help customers with questions, troubleshooting issues, and providing clear guidance.
• Respond to customer inquiries through email and live chat.
• Identify and report product issues to the Product and Engineering teams.
• Notice common customer challenges and suggesting ways to improve our product and support processes.

• At least 1 year of experience in customer service or a similar role.
• Currently pursuing or have a bachelor's degree.
• Strong verbal and written communication skills.
• Self-motivated with a proven track record of independently solving problems.
• Strong work ethic with the ability to meet high expectations in a fast-paced environment.
• Ability to quickly assess customer needs and provide effective solutions.

Heritage Bank has an exciting opportunity to join our organization!

Are you a friendly and helpful customer service professional? Can you expertly handle high-volume inbound calls while documenting call notes? Do you thrive on finding solutions for your customers? If so, apply today to learn more about this great opportunity!

Heritage Bank is seeking a Customer Support Specialist (Banking Call Center) at our Burlington Administrative Center. Individuals in this role help customers by providing a warm welcome and greeting to everyone who calls in for assistance, and will process a variety of financial requests, while learning and maintaining a thorough knowledge of the Bank's products and services, to inform customers of other bank services that will meet their current and future needs.

This position is Full Time; typical schedule is Monday - Friday 8:00 a.m. to 5:00 p.m. and rotating Saturdays 9:00 a.m. to 1:00 p.m. Flexibility is required to ensure adequate staffing for training or employee absences.

This position is fully onsite in Burlington, Washington.

Base Salary Range:

Level I - $20.00 - $1.62- 24.84 per hour

Level II - 22.00 - 22.70- 26.87 per hour

Senior - 23.00 - 23.84- 28.61 per hour

Depending on qualifications and experience Customer Service Center Representative (Customer Support Specialist) I, II or Senior may be considered.

The Role at a Glance:

• Provide exceptional service to internal and external customers in accordance with the Heritage Bank Service Standards.
• Build and maintain strong relationships with all internal and external customers.
• Perform and/or assist with a full range of customer service oriented telephone activities; responds to customer inquiries and determines appropriate response or direction for the caller and customer escalations, as needed.
• Resolve online service customer requests through research and navigation within the organization, or escalation to an appropriate resource.
• Investigate and resolve problems for employees and customers via telephone or in person and escalate to management as appropriate.
• Ability to consistently apply superior decision making techniques pertaining to inquiries and requests as they apply to existing policies and procedures, keeping within assigned approval limits.
• Work effectively with other branches and departments as necessary for customer inquiry/problem resolution.
• Follow up on customer inquiries not immediately resolved. Accurately and efficiently transfers customer calls to appropriate specialist(s), or for escalated issues, as needed, and/or for additional research or resolution.
• Assesses customer and prospective customer needs, by telephone to meet their needs in a consistent and effective manner to build customer relationships.
• Actively participates in marketing and sales promotions, and recommend and refer bank products based on customer needs. Participates in training programs to enhance knowledge and referral abilities.
• Gains working knowledge of, and ensures bank activities, and job responsibilities are performed in compliance with, all state and federal banking laws and regulations.
• Understands and complies with all policies, procedures, standards and guidance relevant to assigned job responsibilities.
• Protects and maintains confidentiality with all customer financial data when handling customer requests and transactions.
• Account maintenance for customer deposit accounts, including adjustments, researching, and file maintenance.
• Contributes to the success of the Customer Service Center Department with willingness to share in all department responsibilities.

• High School Diploma or equivalent - required. Job-specific and/or ongoing participation in Bank sponsored education may be required.
• Level I - Minimum 6 months to a year of recent experience in retail banking and/or bank operations, with emphasis on providing exceptional customer service, within a financial services and/or service center industry - required.
• Level II - 2+ years recent experience in retail banking, bank operations and/or a service / call center environment, with working knowledge and experience in multiple functions including online/electronic banking, account maintenance, billing questions and research, regulatory compliance, operations, and phone applications and systems - required.
• Senior - 3+ years recent call center experience with emphasis on providing exceptional customer service, advanced technical skills and thorough working knowledge and proficiency in all major functions within a service center environment, in a financial services industry - required.
• Provides an exceptional level of quality service for internal and external customers, and responds to customers' needs, questions and concerns in an accurate, effective, and timely manner to solicit feedback to improve service.
• Ability to maintain and manage personal composure when confronted with a difficult situation and/or customer, with the ability to provide clients with information, data, advice and solutions, as well as gain their trust and respect with all levels of staff and management.
• Excellent listening, verbal, written and telephone etiquette business communication skills, with the ability to communicate outstanding/follow up or technical issues over the phone, in person and via email; with the ability to read, write, speak and understand English well.
• Demonstrated sales and business development skills with the ability to identify customer needs and cross-sell the Bank's products and services with confidence - preferred.
• Detail oriented with strong organizational, problem-solving, data review, processing, time management skills, and a strong focus on accuracy; with the ability to manage multiple assignments, and reporting requests ensuring that priorities are set and commitments and deadlines are met.
• Ability to work independently while understanding the necessity for communicating and coordinating work efforts with other employees and departments.
• Ability to work effectively as a team contributor on all assignments.
• Ability to gain working knowledge and understanding of principles, procedures, requirements, regulations, and policies related to assigned area, as well as the Bank's policies, procedures, products, and services.
• Demonstrated ability to quickly focus on key issues and make decisions under pressure of time constraints.
• Flexible with and accepting of change in a fast paced environment.
• Unquestionable integrity in handling sensitive and confidential information required.
• General use and understanding of MS Office products (Word, Excel, Outlook); knowledge of telephony hardware/software and contact center specific applications - preferred, with the ability to learn and adapt to new technologies quickly. Understanding and working knowledge of the Bank's core processing/operating system and experience using Cisco telecommunication systems - preferred.

• Climate controlled office environment.
• Work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions and frequent employee and customer contacts and interruptions during the day.
• Work requires regular attendance, punctuality and adherence to agreed-upon schedule(s) with willingness to work a flexible and/or rotating schedule, Saturday's and/or extended hours, as needed.

• Work may involve the constant use of computer screens, reading of reports, and sitting throughout the day while communicating with customers by phone.
• Ability to operate a computer keyboard, multi-line telephone, photocopier, scanner and facsimile which often requires dexterity of hands and fingers with repetitive wrist and hand motion.
• Typically sitting at a desk or table; intermittently standing, stooping, bending at the waist, kneeling or crouching to file materials.
• Occasional lifting 15 - 20 lbs. (e.g., files, boxes, equipment)