entryLINK Support Specialist Reports to: entryLINK Support Supervisor Location: Strasburg Facility (10190 OH-21,Strasburg OH) Department: entryLINK Support Team Hours: Monday-Friday, 8:00am-4:30pm Pay Rate: Hourly Summary This position is a member of the entryLINK Support team providing support for entryLINK software platform and applications, as well as supporting projects to maximize efficiency across Customer Experience. This role is based out of ProVia’s corporate headquarters. The department is focused on establishing long-term relationships with ProVia’s customers, promoting increased service and product sales for both the customer and ProVia. Candidate must uphold and represent ProVia’s Purpose, Vision, Mission and Values. Essential Duties and Responsibilities Essential Duties and Responsibilities include but are not limited to the following:
- Provide professional class service. Manage and take ownership of every situation as it comes up in order to provide the best experience to customers.
- Support customers during implementation and usage of ProVia’s entryLINK, iPad and PC applications, and other ProVia software as assigned.
- Coordinates new customer on-boarding and setup process: orientation, training, and account establishment in accordance with sales requirements and timelines
- Approach situations with the desire for service through training via phone, email, and ProVia’s online ordering application as assigned. Build relationships and be a preferred point of contact for Dealers, Distributors, and Installers through diligent follow-up and proactive communication regarding account specifics, ordering practices, user profiles, product configurations and visualization, and pricing and program management. Complete tasks and communicate with promptness, completeness, and a serving attitude.
- Responsibly review and manage customer account data, process new account setups, and specialized requests. Proactively pursue opportunities for comprehensive account service.
- Assist with software upgrades, testing, issue identification and resolution, and education for new software releases.
- Supports entryLINK workflow-related scenarios, including project support, training, and implementation to improve efficiencies.
- Works to maximize efficiency, keeping site of the goal of growing sales through ease-of-use on ProVia’s software platform
- Act as a liaison for ProVia’s customers and IT, Pricing, Customer Service and leadership for issues of a complex technical nature, including issues of pricing.
- Manage tasks outside of primary responsibilities as assigned.
This position requires a motivated, extremely detailed-oriented individual who has excellent communication, technical, and organizational skill sets, and who enjoys working in a team atmosphere.
- Relational Skills
- Nonverbal Communication: Clearly conveys information through written messages; seeks clarification appropriately; responds well to questions; maintains professional verbal/nonverbal communication in any situation. Writes clearly using correct grammar, spelling and punctuation.
- Verbal Communication- Communicates clearly and can have effective, collaborative, and supportive discussions regarding issues and questions. Enjoy working in a team atmosphere.
- Must be able to take direction and remain positive during conflict
- Must be able to communicate complex technical information effectively and appropriately to a non-technical user.
- Technical Skills
- Proficiency in computer usage is required.
- 1-2 years in a job that required daily technology usage
- Basic working knowledge of relevant technology devices
- Basic ProVia product knowledge is desired
- High level math aptitude: understanding of pricing formulas and structure, as well as product sizing details
- A comprehensive understanding of the systems for which the department is responsible, or a strong desire and aptitude to learn
- Organizational Skills
- Prioritizes customer’s needs; multi-tasks; efficient time management; deadline oriented; meets commitments; prompt responses. Finds satisfaction in managing one’s own work with a sense of quality.
Ability to sit or stand, using a desktop computer or a laptop, as well as, other office equipment and supplies continuously.
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