Job Description
The Customer Service & Application Support Specialist position provides e-mail, telephonic and web-based support to YMCA customers who include: staff, students and volunteers on Y-USA’s self-service applications, resources and tools. The support consists of technical support through: troubleshooting, problem resolution, education and customer service.
The Movement facing customer service and technical support requires advanced technical abilities to identify, document, and prepare support requests; additionally, this position is primary processor of system tasks that are not fully automated by Application systems. This position will process non-automated functions within the systems. In addition, the individual will support Y staff that has questions regarding their application experience.
EFFECT ON END RESULTS/STRATEGIC IMPACT
This position ensures accurate and timely processing of manual tasks in all Y-USA application systems, thereby ensuring accurate Y staff records, and also quickly and accurately resolves questions and issues from Y staff who need complex technical assistance with Y-USA application system., thereby ensuring accurate records and application use which then allows them to provide services to Y members.
This position offers a base salary of $40,800.00 up to $54,400.00 (depending on experience, education, and qualifications for this role).
We offer a full benefits package including medical, dental, vision, defined benefit plan (retirement savings), defined contribution plan (403(b) plan, life and disability insurances, technology stipend, and generous paid time off all in a work from anywhere in the U.S. workplace (if eligible).
Qualifications
•High school diploma or GED is required. Some college coursework is preferred
•Minimum 1-2 years of customer service experience is required
•Excellent customer service skills are required
•Strong verbal and written communication skills are required
•Basic typing skills 35 wpm and skills in Microsoft Office are required
•Demonstrated ability to research, make decisions and problem solve are required
•Strong attention to detail and accuracy is required
•Experience working with a customer service management tool and/or learning management system is a preferred
•Experience working with system documentation such as use cases, user stories, and support documentation is preferred
•Commitment to the YMCA character development values of caring, honesty, respect and responsibility is required
Essential Functions
•Provides e-mail, telephonic and web-based support to customers (students/staff/volunteers) requiring technical assistance related to web-based self- service applications, resources or tools
•Monitors and processes external application queues in Y-USA applications to ensure service level agreements are maintained
•Answers general customer service inquiries
•Monitors and responds to assigned queues in customer service management system (SalesForce) for all application environments maintained by Y-USA
•Supports the management processes in Y-USA applications (National Events, assigning a New CEO and roles, Closing branches, etc.)
•Triages technical support requests for applications using system use cases and prepares application defects, enhancement requests, and exceptions for processing by the IT support team
•Provides clerical assistance for department as needed
•Performs other duties as assigned by Manager, Customer Service and Application Support