Customer Support Specialist

We are seeking a Tier 1 Application Support Specialist to join our Customer Support Team. In this role, you will be responsible for providing exceptional support to both end users and internal customers using the Nexus Procure to Pay Platform. Your main responsibilities will include answering customer inquiries, diagnosing and resolving technical issues, and ensuring the effective tracking of customer issues from initial report to final resolution. The successful candidate will have excellent customer service skills, strong problem-solving abilities, and the ability to work collaboratively with cross-functional teams.

• Answer inbound calls and tickets, providing exceptional customer service to both internal and external customers
• Thoroughly document findings, next steps, and learnings in tickets and contribute to team documentation for knowledge sharing
• Actively manage assigned tickets to ensure adherence to SLA's, provide daily updates to customers, and perform proactive internal follow-up
• Conduct screen-share sessions with customers to troubleshoot issues, assist with navigating the application, and reproduce reported issues
• Deliver and perform against position and team performance metrics
• Work with cross-functional teams to research and resolve customer issues
• Collaborate on issue resolution and escalate issues requiring technical resources
• Quickly identify trends and product defects

• Tier 1 Application Support Specialist
• Responsible for providing exceptional, front-line support to both end users and internal customers using the Nexus Procure to Pay Platform
• Handle all inbound customer inquiries and manage tickets
• Perform diagnosis of reported issues, answer how-to questions, reproduce reported technical issues, and assist users with navigating the applications
• Ensure effective tracking of customer issues from initial report to final resolution
• Provide outstanding customer service to both internal and external customers
• Thoroughly document findings, next steps, and learnings in tickets
• Actively manage assigned tickets to ensure adherence to SLA's
• Conduct screen-share sessions with customers to troubleshoot issues, assist with navigating the application, and reproduce reported issues
• Deliver and perform against position and team performance metrics
• Work with cross-functional teams to research and resolve customer issues
• Collaborate on issue resolution and escalate issues requiring technical resources
• Quickly identify trends and product defects

• Hybrid work-life balance
• Collaborative and knowledge-sharing environment
• Positive and passionate culture
• Opportunity for growth and development
• Outstanding customer service experience
• Thorough documentation and knowledge sharing
• Adherence to SLA's
• Troubleshooting and support for software applications
• Opportunity to work with cross-functional teams
• Identification and escalation of product defects
• On-call responsibilities during non-business hours, weekends, and holidays
• Inclusive and open environment
• Equal opportunity employer