Muni-Link: Customer Support Specialist I

Muni-Link is a leading Cloud-Based Utility Billing Software Company. Increase your operational efficiency and accuracy with cloud-based utility billing software. Muni-Link is the first and only software provider entirely dedicated to streamlining municipal billing. Our innovative cloud billing solutions save you time and money by reducing manual operational requirements. https://muni-link.com/

Customer Support Specialist

Position Summary:

The Customer Support Specialist reports directly to the Customer Support Manager and plays an integral role in daily support and service to our customers. Once a customer is actively using Muni-Links cloud-based software, the Customer Support Team will provide ongoing support on customer calls, emails, and live chats. The Customer Support Specialist will follow through each task until a solution is taken back to the customer and reviewed to their satisfaction. Once trained this position will have a hybrid work week onsite and remote.

Key Responsibilities

- Serve as the first point of contact for Muni-Link Billing customers seeking assistance over the phone, email or live chat

- Give clear and concise direction to customers on how to use software components

- Troubleshoot and effectively be able to comprehend the issue described by the customer through pertinent questioning

- Document all customer interactions in CRM or other customer databases, and alert management of important customer issues or problems needing further escalation for resolution

- Build strong customer relationships and generate high customer satisfaction

- Train the customers on the software functions when necessary

- Provide ongoing support, assistance and follow-up

- Escalate significant problems and issues promptly to Customer Support Manager

- Improve operations whenever possible

- Be patient, courteous and respectful at all times, to empower and encourage customers

- Strive to resolve incidents on first contact

Additional Responsibilities

- Help maintain feature Requests – record, report, update the ticket and customer regularly, and track to completion.

- Maneuver efficiently through Microsoft Applications – Outlook, Word and Excel

- Understand, maintain and support outside vendor software that interfaces with Muni-Link

- Keep Customer records updated in our Muni-Link software and CRM – phone, emails, employee contacts

- Prioritize and escalate significant customer issues promptly to Customer Support Manager when necessary

- Encourage opportunities to upsell/cross-sell Muni-Links other modules and products when speaking to customers, passing along leads and referrals to Sales Manager

- Assigned project specialist tasks (Regression Testing, Bill Print, Documents, Meter, Accounting)

- Other customer support specialist tasks, as assigned

Skills Needed:

- Basic understanding and ability to use Microsoft business applications – Outlook, Word and Excel

- Organized

- Demonstrated understanding of working with software/technology

- Strong Interpersonal and External personal skills (Excellent Communication skills)

- Customer service oriented

- Honesty and integrity

- Positive attitude and enthusiasm

- Balance

- Creativity

- Determination and teamwork

- Strong work ethic

- Excellent multi-tasker with a focus on efficiency

- General business knowledge

- Excellent customer skills

- Ability to learn software quickly

Preferred Qualifications: Requirements

- General business / financial concepts, accounting knowledge a plus

Education/Experience: Typically requires a bachelors degree (or international equivalent) and 0-2 years of relevant experience.

Location: Altoona, PA

Neptune Technology Group Inc. does not sponsor U.S. work authorizations for this position, including H-1B, O-1 and TN. Neptune also does not sponsor individuals in F-1 status for this role.

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