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Customer Support Representative

Transcepta

Customer Support Representative

Aliso Viejo, CA
Full Time
Paid
  • Responsibilities

    Job Description

    Job Description

    Customer Support Representative I

     

    PRODUCT SCOPE:  Responsible for front-line customer-facing support for suppliers using the Transcepta service.  Interaction with level II Technical Support, Supplier Success, Vendor Integration Specialists, and Development is required to resolve some customer issues. 

    CAREER STAGE DESCRIPTION: Customer Support Representatives serve as the front line for all customer inquiries.  They are capable of working independently with moderate supervision.  At this career stage, their goal is to build expertise in answering and addressing “level 1” customer questions and issues and gaining a broad understanding of the internal Transcepta systems.

     

    RESPONSIBILITIES:  The following is a partial list of responsibilities for Customer Support Representatives:

    ·         Manage  inbound phone calls and emails coming into our call center & ticket management system

    ·         Escalate any issues that cannot be addressed by level 1 to level 2 support

    ·         For pending cases, provide updates to the customer to keep them up to speed on the progress of their case

    ·         Practice our core values – Invent & Simplify, Ensure Customer Success, Focus on Results

    ·         Identify and report on trends you are seeing on calls and emails

    ·         Assist rule development team by relaying required supplier invoice format adjustments when necessary

    ·         Maintain detailed case history in our case management system

    ·         Assist registered suppliers with the onboarding process

    ·         Report any customer feedback regarding product enhancement requests to level II for evaluation, and submission

     

    QUALITIES AND SKILLS:  Customer Support Reps are expected to earn the respect of their team members by virtue of the following personal qualities and skills:

     

    • Smart – Easily grasps complex technical and business problems and quickly arrives at viable solutions.
    • Detail Oriented – Exhibits a natural inclination to pay careful attention to details.
    • Ethical – Consistently demonstrates high standards of personal integrity.
    • Natural Troubleshooter – demonstrates “out of the box” thinking when presented with a difficult challenge. 
    • Gets Things Done – Implements solutions quickly and with excellent quality.
    • Personable – Relays a professional and courteous attitude to customers and co-workers.

     

     

     EXPERIENCE AND EDUCATION: The following work experience and educational requirements are guidelines that will help identify suitable candidates:

     

    ·         High school diploma required; associate degree or college degree preferred

    ·         Minimum of 1-year experience in customer support

    ·         Excellent written and verbal communication skills, with an emphasis on listening

    ·         Must be able to juggle being on the phone and using multiple online system interfaces to locate information for callers

    ·         Ability to deal effectively with people while maintaining a professional and positive attitude

    ·         Quick learner and able to multitask

    ·         Proven ability to troubleshoot and solve problems

    ·         Understanding of invoice and purchase order document formats is a big plus

    ·         Experience with Salesfore.com CRM is a big plus

    Company Description

    Transcepta is the leading global supplier network. With cutting-edge supplier on-boarding programs, revolutionary technology, and free membership for all suppliers, Transcepta connects customers with all of their suppliers, faster than any other network. Transcepta provides accounts payable and procurement professionals with industry-leading procure-to-pay (P2P) solutions in the cloud, including e-invoicing, spend management, VAT compliance, supplier information management, supplier enablement, supply chain financing, and dynamic discounting. Businesses collaborate and transact electronically over the Transcepta Network to reduce costs, communicate more efficiently, and make their relationships more productive. Since 2005, Transcepta has connected the global supply chain and processed millions of transactions to become the fastest-growing supplier network.