168 Support Staff jobs in Middleburg
Customer Support Specialist
Posted 3 days ago
Job Viewed
Job Description
Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.
THE ROLE :
The Customer Support Specialist will be responsible for providing a variety of order processing and sales related support to both internal and external customers. This position works as part of a regional team that supports a geographic territory covering Central to West U.S. Expectation is to provide legendary customer service which includes prompt and thorough responses to customer inquiries while maintaining a positive, empathetic, and professional attitude toward customers at all times.
CORE RESPONSIBILITIES:
To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.
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Order Management : Processes orders for products and/or services from sales staff or direct customer contact. Orders may range from off-the-shelf quick ship to more complex, longer cycle projects. Responsible for proactive, thorough follow up on order backlog to ensure order details are current. Provides timely communications on order status and changes to relevant parties. May coordinate and meet with other departments regarding order status, shipping dates, prices, product availability and back orders. Maintains virtual customer files with sales contracts and other information.
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Customer Billing Resolution : Investigates and resolves billing issues related to customer disputes as relayed from A/R collections team.
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Sales Support : Provide price & availability, formal quotations and other pre and post order support functions.
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Perform backup coverage within specific team and across other teams of similar function.
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Comply with all established policies and procedures.
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Participate in new initiatives as requested.
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Assume other duties and responsibilities as required.
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Participation in Xylem Watermark volunteer activities
QUALIFICATIONS:
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High School Diploma or equivalent, Bachelor's degree preferred
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5+ years of relevant experience in customer account management, data entry, accounts receivable, or similar experience
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Experience with Enterprise Resource Planning (ERP) tool - SAP preferred
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Legendary customer service skills; an unwavering passion for taking care of the customer.
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Excellent communication skills (written and verbal)
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Ability to work independently.
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Strong & respectful collaborative skills and business acumen
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Ability to work with diverse workforce and customer base in a matrixed organization.
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Technical aptitude
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Proficient in Microsoft Office
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Preferred Qualifications:
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Experience with Salesforce.com Customer Relationship Management (CRM) and Select Configure Price Quote (SCPQ) tools
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Experience with supporting engineered projects from quote/bid to order delivery and invoicing
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Continuous improvement, lean practices, value stream mapping and waste elimination experience
Preferred Qualifications:
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Experience with Salesforce.com Customer Relationship Management (CRM) and Select Configure Price Quote (SCPQ) tools
-
Experience with supporting engineered projects from quote/bid to order delivery and invoicing
-
Continuous improvement, lean practices, value stream mapping and waste elimination experience
WHAT WE CAN OFFER YOU:
Our Total Rewards Program goes far beyond base compensation by providing a more fulfilling work experience and offering a competitive benefits program, including:
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Generous PTO package and paid holidays
-
Generous retirement savings plan
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Customizable health, dental and vision insurance (eligible on first date)
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Career progression plans
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Reward and recognition programs
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Paid parental leave
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Tuition Reimbursement
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Company Wellness Program
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Employee Discount Program
The estimated pay range for this position is $24hr. to $28/hr. Starting pay is dependent on multiple factors, such as skills, experience, and work location. At Xylem, we offer a competitive compensation package with a generous benefits package, including Medical, Dental, and Vision plans, 401(k) with company contribution, paid time off, paid parental leave, and tuition reimbursement.
Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.
At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.
Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation
Customer Support Specialist
Posted 8 days ago
Job Viewed
Job Description
Reports to: Customer Support Supervisor
Direct Reports: None
Location: Jacksonville Office
Position type: Full Time
Hours of Operation: Monday-Thursday, 8:00AM-6:00PM and Friday, 8:00AM-5:00PM
FLSA Status: Hourly, Non-Exempt
Who We Are:
Olympus Insurance Company is the premier insurance partner, providing the broadest coverage and superior service for Florida homeowners since 2007. We believe that insurance is a promise, and we honor our commitment to help homeowners navigate life's inevitable storms. Becoming an Olympian means joining a vibrant and encouraging team where you can be a part of delivering the insurance experience that people deserve. Think Ahead. Think Olympus.
What Olympus Offers:
At Olympus our White-Glove service extends to our team members! We offer employer-sponsored medical, dental, and vision plans, along with company-paid life insurance and short- and long-term disability coverage. Secure your future with our 401K plan that includes up to 4% company match.
Enjoy a welcoming employee breakroom, paid time off, paid holidays, pet insurance, company discount programs, and opportunities for educational and professional development. With many additional perks, we're committed to supporting your health, happiness, and career growth!
Job Summary
The Customer Support team members play a critical role as the frontline of our Service organization. Customer Support Specialists are primarily responsible for assisting our agents and customers with inquires on their policies and/or quotes, processing endorsements and any billing inquiries. Customer Support works closely with all aspects of the organization including underwriting, claims, marketing, and accounting. Our ideal candidate will have a friendly and professional demeanor with great communication skills.
Essential Duties and Responsibilities
- Promptly assist with all inquiries/needs/requests for service in a warm and friendly manner, written and verbally
- Input all necessary policyholder and/or loss information into system, included but not limited to Workflows, Endorsements and First Notice of Loss.
- Timely dispatch new claims to the appropriate unit on a rotational basis, as needed/required.
- Process incoming and outgoing documentation and correspondence including, but not limited to, Workflows, USPS mail, faxes, and emails.
- Follow company policies and procedures for business activities and equipment.
- Learn and understand company insurance products and processes/procedures.
- Gather and analyze information skillfully to develop alternative solutions.
- Accurately answer inquiries from agents, policyholders and other entities related to billing, payments, and policy forms, via various communication channels
- Follow company policies and procedures for business activities and business equipment.
- Learn and understand company insurance products and process/procedures.
- Identify, resolve and/or escalate problems in a timely manner as required.
- Assist in filing, data entry, paying invoices and archiving documents for the Claims Team.
- Assist with mailroom and post office duties.
- Must be willing to work additional hours as part of catastrophe response.
Qualifications (Education/Experience)
- Minimum one (1) year of experience in policy service/customer service.
- Minimum one year of administration experience.
- High School Diploma or GED required.
- Computer skills to include Microsoft Office Suites
- Administrative skills
- Excellent communication and interpersonal skills.
- Ability to obtain, organize and explain information.
- Ability to interpret basic insurance coverage, procedures, and policies.
- Preferred
- Florida P&C insurance knowledge.
- Spanish language skills/bilingual capability a plus
EEOC Compliance
Olympus Insurance Company is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based upon race, religion, color, national origin, sex, age, sexual orientation, gender identity, status of an individual with a disability, veteran status or any other characteristics protected by federal, state or local law.
Customer Support Specialist
Posted today
Job Viewed
Job Description
**THE ROLE** **:**
The Customer Support Specialist will be responsible for providing a variety of order processing and sales related support to both internal and external customers. This position works as part of a regional team that supports a geographic territory covering Central to West U.S. Expectation is to provide legendary customer service which includes prompt and thorough responses to customer inquiries while maintaining a positive, empathetic, and professional attitude toward customers at all times.
**CORE RESPONSIBILITIES:**
To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.
+ **Order Management** : Processes orders for products and/or services from sales staff or direct customer contact. Orders may range from off-the-shelf quick ship to more complex, longer cycle projects. Responsible for proactive, thorough follow up on order backlog to ensure order details are current. Provides timely communications on order status and changes to relevant parties. May coordinate and meet with other departments regarding order status, shipping dates, prices, product availability and back orders. Maintains virtual customer files with sales contracts and other information.
+ **Customer Billing Resolution** : Investigates and resolves billing issues related to customer disputes as relayed from A/R collections team.
+ **Sales Support** : Provide price & availability, formal quotations and other pre and post order support functions.
+ Perform backup coverage within specific team and across other teams of similar function.
+ Comply with all established policies and procedures.
+ Participate in new initiatives as requested.
+ Assume other duties and responsibilities as required.
+ Participation in Xylem Watermark volunteer activities
**QUALIFICATIONS:**
+ High School Diploma or equivalent, Bachelor's degree preferred
+ 5+ years of relevant experience in customer account management, data entry, accounts receivable, or similar experience
+ Experience with Enterprise Resource Planning (ERP) tool - SAP preferred
+ Legendary customer service skills; an unwavering passion for taking care of the customer.
+ Excellent communication skills (written and verbal)
+ Ability to work independently.
+ Strong & respectful collaborative skills and business acumen
+ Ability to work with diverse workforce and customer base in a matrixed organization.
+ Technical aptitude
+ Proficient in Microsoft Office
+ Preferred Qualifications:
+ Experience with Salesforce.com Customer Relationship Management (CRM) and Select Configure Price Quote (SCPQ) tools
+ Experience with supporting engineered projects from quote/bid to order delivery and invoicing
+ Continuous improvement, lean practices, value stream mapping and waste elimination experience
**Preferred Qualifications:**
+ Experience with Salesforce.com Customer Relationship Management (CRM) and Select Configure Price Quote (SCPQ) tools
+ Experience with supporting engineered projects from quote/bid to order delivery and invoicing
+ Continuous improvement, lean practices, value stream mapping and waste elimination experience
**WHAT WE CAN OFFER YOU:**
Our Total Rewards Program goes far beyond base compensation by providing a more fulfilling work experience and offering a competitive benefits program, including:
+ Generous PTO package and paid holidays
+ Generous retirement savings plan
+ Customizable health, dental and vision insurance (eligible on first date)
+ Career progression plans
+ Reward and recognition programs
+ Paid parental leave
+ Tuition Reimbursement
+ Company Wellness Program
+ Employee Discount Program
The estimated pay range for this position is $24hr. to $28/hr. Starting pay is dependent on multiple factors, such as skills, experience, and work location. At Xylem, we offer a competitive compensation package with a generous benefits package, including Medical, Dental, and Vision plans, 401(k) with company contribution, paid time off, paid parental leave, and tuition reimbursement.
Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.
At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.
Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation
Customer Support Lead
Posted today
Job Viewed
Job Description
Senior Customer Support Specialist
Posted today
Job Viewed
Job Description
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, chat, and remote desktop sessions.
- Diagnose, troubleshoot, and resolve complex software-related issues for our client's products.
- Act as an escalation point for Tier 1 and Tier 2 support agents, providing in-depth technical assistance.
- Document customer interactions, issues, and resolutions thoroughly in the CRM system.
- Develop and maintain technical knowledge base articles, FAQs, and troubleshooting guides.
- Identify trends in customer issues and collaborate with product development and engineering teams to address underlying problems.
- Provide feedback to product management on user experience and feature requests.
- Train and mentor junior support specialists, sharing best practices and technical expertise.
- Contribute to the continuous improvement of customer support processes and tools.
- Ensure customer satisfaction by providing timely, accurate, and empathetic support.
- Participate in on-call rotations as needed.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in customer support or technical support roles, with a focus on software products.
- Proven experience in troubleshooting complex technical issues.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency with CRM systems and helpdesk software.
- Ability to manage multiple priorities and work effectively in a fast-paced, remote environment.
- Strong understanding of software applications and operating systems.
- Ability to explain technical concepts clearly to non-technical users.
- Experience in a leadership or senior support role is highly desirable.
We offer a competitive salary, excellent benefits, and the opportunity to work remotely with a dynamic and growing company.
Lead Customer Support Specialist
Posted today
Job Viewed
Job Description
Key Responsibilities:
- Provide high-level customer support, resolving complex technical and service-related issues.
- Lead and mentor a team of customer support representatives, providing guidance and training.
- Develop and maintain knowledge base articles and FAQs for customer self-service.
- Analyze customer feedback and identify trends to improve products and services.
- Handle escalated customer complaints and ensure timely resolution.
- Monitor team performance metrics and provide feedback to team members.
- Contribute to the development and refinement of customer service policies and procedures.
- Collaborate with other departments to address customer needs effectively.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 3 years of experience in customer service or technical support, with at least 1 year in a lead or supervisory role.
- Proven ability to handle difficult customer situations with professionalism and empathy.
- Excellent problem-solving and critical-thinking skills.
- Strong written and verbal communication skills.
- Experience with CRM software and ticketing systems.
- Ability to work independently and as part of a team in a remote setting.
Customer Support Team Lead
Posted today
Job Viewed
Job Description
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Customer Technical Support Representative
Posted 8 days ago
Job Viewed
Job Description
Because the internet is now the heartbeat of our homes and an essential tool for business, it should run without interruption or stress. IQ Fiber was created to offer 100% fiber-optic high-speed internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of our rapidly growing team, your contributions will directly impact our success. Your work matters here.
We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where your voice matters. You’ll find a team that works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice.
This is an in-office position located in Jacksonville, FL. Local candidates only, please.
Multiple shifts available- 1st shift, 2nd shift, 3rd shift, Overnights.
Position Summary:
The Customer Technical Support Representative provides technical support to our customers regarding their IQ Fiber internet service. In this role you will be troubleshooting customer internet connections and home Wi-Fi. You will also assist customers with new service requests, installation and service questions, and billing status.
Our customer support team is a fun, energetic, and resourceful team who enjoy providing the very best customer service via phone, email, and chat while working in our Jacksonville office. Success in this role requires a genuine enthusiasm for technology and a keen interest in assisting customers reach a resolution using problem-solving skills.
Essential Duties and Responsibilities:
- Exceed customer expectations at every opportunity.
- Drive customer satisfaction as the first point of contact for all inbound customer contacts (phone calls, chats, emails).
- Manage customer communications received via multiple sources – phone, email, text, & social sites from potential or existing customers and respond to any questions or concerns.
- Process incoming orders for new installation, scheduling with the customer and completing the billing for services rendered.
- Complete change of service requests and make updates to accounts per customer requests.
- Respond to inquiries on order status, billing questions, service availability, new product offerings, etc.
- Provide excellent customer service support including technical troubleshooting of service issues to customers calling in or chatting in for help.
- Use problem-solving skills to properly diagnose and resolve technical hardware and software issues involving internet and Wi-Fi connectivity.
- Ensure details of the customer interaction are captured by opening trouble tickets where applicable, documenting the interaction, actions taken & details of how issue was resolved.
- Utilize our systems and tools to proactively check for and resolve potential issues before marking the contact as complete.
- Respond to escalated calls from customers and service techs during installation or service calls.
- Make follow-up calls on previously resolved trouble tickets to ensure customer satisfaction.
- Ensure that service-impacting events are worked timely to minimize service outages.
- Provide customers with updates on the progress of the work orders and/or trouble tickets.
- Follow-up with potential customers to convert leads to orders or to finalize orders.
- Provide manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems.
- Use communication channels to inform the team of important issues and information which will help improve team performance.
- Effectively communicate IQ Fiber’s product and service offering.
- Navigate through multiple systems.
- Perform other duties as assigned.
Qualifications and Skills:
- A customer-first, troubleshooting mindset with demonstrated ability to provide exceptional internal and external customer care with a strong sense of ownership over results.
- 2 years of customer service experience, 1 year in a contact center setting.
- 6+ months of experience troubleshooting basic network/Wi-Fi issues, preferred.
- Previous telecommunications experience a plus.
- Preference for operating in a fast-paced, technical environment with a high degree of critical thinking and problem solving.
- Enjoys working with a team, but has ability to work independently, multi-task in a fast-paced environment without supervision and able to achieve individual and team metric results.
- Willing to learn, adapt and evolve with the team and company and develop new skills quickly.
- Ability to learn and grasp new concepts and work through problems in a logical manner.
- Positive attitude with a passion for helping customers and the ability to connect with people.
- Commitment to owning customer issues from start to finish.
- Excellent customer service skills, including positive phone demeanor.
- Strong follow-up skills, accuracy, and attention to detail.
- Strong technical aptitude with excellent end-user interaction skills
- Capable of answering technical questions from technical and non-technical users.
- Able to listen with solid analytical, problem-solving, and trouble-shooting skills with capability to solve complex problems.
- Experience in one or more ticketing, CRM, billing, ordering, scheduling, phone systems; Microsoft Dynamics a plus.
- Strong computer skills and the ability to navigate through multiple screens.
- Exceptional knowledge of Microsoft Office applications.
- Excellent verbal and written communication skills.
- Must be able to pass criminal background check.
- Flexibility to work mandatory overtime to meet business needs.
- High integrity and a strong work ethic are a must.
- Attention to detail and ability to think creatively and strategically is a must.
- Excellent organization and time management skills.
- Ability to interact and communicate effectively with other team members.
- High school diploma or equivalent (higher education preferred)
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.