Customer Support Representative

Sedgwick•Telecommuter OH, OH

1d•Onsite

About The Position

The Customer Support Specialist provides responsive, high-quality support to customers, auditors, and internal partners by resolving inquiries, maintaining expert knowledge of BillReview IQ applications, and ensuring accurate issue tracking and timely resolution while contributing to continuous improvement efforts.

Requirements

High school diploma or GED required OR Bachelor's degree from an accredited college or university preferred.
One (1) year of customer service in technical support, helpdesk, or related role required, or equivalent combination of education and experience.
Excellent verbal and written communication skills
Strong interpersonal skills with a customer-first mindset
Demonstrated ability to troubleshoot and support users of software applications
Solid understanding of basic computer functions, including the ability to guide users through technical processes
Strong organizational, time management, and multitasking skills in a fast-paced environment
Analytical and problem-solving abilities with attention to detail
Ability to research solutions, retain information, and effectively utilize available tools and resources
Proficiency with Microsoft Office products and general PC applications
Ability to work independently and collaboratively in a team environment
Adaptable, resourceful, and flexible approach to work
Ability to meet or exceed performance competencies

Responsibilities

Serves as a contact to assist customers, auditors, and customer success, handing inquiries and ensuring a consistently positive and professional experience.
Learns and maintains expert-level knowledge of BillReview IQ’s software applications and stay current with system updates and changes.
Responds promptly to incoming customer calls while actively logged into the phone system during scheduled hours.
Tracks, manages, and resolves customer issues within defined timelines, ensuring timely follow-up and resolution.
Builds and nurtures strong relationships with internal and external users to foster trust and long-term engagement.
Identifies and document software defects or change requests, collaborating with senior members of team to log and escalate though tracking software.
Records customer interactions accurately, troubleshooting steps, and resolution processes using the designated CRM system.
Analyzes recurring issues to identify root causes and contribute to continuous improvement efforts.
Be available to work one late shift (11:00 AM – 8:00 PM) per week.
Performs other duties as assigned.
Travel as required.