2nd Level Support, Homefront

Build Your Future with Hyphen While Our Clients Build Homes with Your Support.

We Build a Trusted Homebuilder Network, Unifying the Construction Supply Chain.

GENERAL DESCRIPTION:

The Second Level Customer Care Representative is responsible for researching and resolving customer issues including those issues escalated from First Level Representatives and critical or high- priority issues. Second Level Representatives act as Subject Matter Experts for Hyphen applications and assist First Level Representatives, clients, and other Hyphen personnel in investigating and resolving a wide variety of issues. Hyphen application expertise and SQL knowledge are required to resolve issues within service level agreements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Become subject matter expert in all our software applications

• Responsible for becoming the subject matter expert for integration, responsible for any integration issues that arise and work with integration support to get them resolved

• Utilize SQL knowledge and application expertise to answer escalated questions from 1st level

• Utilize SQL knowledge and application expertise for internal reporting and projects as needed

• Write SQL statements to research and correct data issues

• Gather customer ad-hoc requirements for information, utilize SQL to gather results and present results back to customer in a professional manner

• Escalate issues, as appropriate, to 3rd level support or management.

• Assist customer care in achieving service level agreements and act as a resource for customer care to achieve this requirement

• Answer questions via telephone and email for customers requesting assistance with support.

• Deliver On-Line training to customers via phone/internet.

• Proactively identify, monitor, and follow up with users having difficulty with the applications.

• Document issues and resolutions and record all activity and communications regarding issues.

• Follow up with Clients to keep them informed of the status of resolved and unresolved issues

• Adhere to internal policies and procedures and recommend improvements, when needed, to provide consistent and exemplary customer service

• Manage time appropriately to handle multiple open calls, call backs from escalation partners and follow-up with Clients in a thorough and timely manner

• Communicating openly, honestly and constructively

• Treat all employees and Clients with dignity, respect and courtesy

• Take responsibility to resolve concerns and issues with the team, other departments, and with Clients

• Assist in training 2nd level customer care Representatives

• Able to maintain schedule as provided by management

• Other duties as assigned

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty as described above satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree is required.

• A degree in Computer Science, Information Management or Information Technology preferred.

• Minimum of two years experience in a customer support role at a software company preferred.

• Strong problem resolution skills

• Prior applicable experience in a software support environment while rapidly learning new technologies is preferred.

• Knowledge of Microsoft Office Suite (2013/365), HTML, Windows 7/8/10, Wireless handheld devices (tablet/iOS/Android) preferred.

• Excellent presentation and communication skills (verbal and written)

• Must be goal oriented and work independently but also work well in a team environment.

• Must be highly organized with ability to prioritize tasks and manage time accordingly.

• Must have excellent phone manner and presence

• Ability to work as part of a team, yet be a self-starter

• Strong communication, reasoning, and logic skills

• Must be able to work with all levels of customer and Hyphen personnel

• Ability to handle multiple tasks and adapt to a fast-paced changing environment.

• Homebuilding/Construction experience or industry knowledge desired.

PHYSICAL REQUIREMENTS:

• On-Call rotation required

• Must have internet access