ERP Customer Support Representative

Hyphen Solutions

About The Position

Build Your Future with Hyphen While Our Clients Build Homes with Your Support. We Build a Trusted Homebuilder Network, Unifying the Construction Supply Chain. OVERVIEW A Customer Care Representative must have experience troubleshooting software, exceptional multi-tasking skills and be a team player. Focus will be on learning BRIX functionality as well as training delivery. Coordinate BRIX activities with other Hyphen departments including Application Support, Sales, Implementation, and Accounting. Assisting other First Level Representatives, clients, and other Hyphen personnel in investigating and resolving a wide variety of issues. ESSENTIAL DUTIES AND RESPONSIBILITIES 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 Document issues and resolutions, and record all activity and communications regarding 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 Work closely with and coordinate with Hyphen departments including Application Support, Implementation, Training, Sales and Accounting to ensure the timely processing, activation, and invoicing of BRIX customers. Continuously drive Hyphen Solutions’ value propositions, product benefits, goals and objectives into prospective customers through customer communication. Able to maintain schedule as provided by management Write SQL statements to research and correct data issues Other duties as assigned DESIRABLE EDUCATION, EXPERIENCE AND SKILLS 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. Honesty. Respect. Passion It’s our people, supported by our culture, which enables Hyphen Solutions to be among the best places to work in the business. By remaining true to the fundamentals of residential construction technology, we provide award-winning solutions dedicated to building the future. At Hyphen Solutions, we've dedicated over two decades to seamlessly connect systems, data and teams in the Residential Construction industry through reliable software solutions that drive economical outcomes. Our solutions are trusted by Home Builders, Suppliers, Contractors and Trades across North America, with 1 in every 3 new homes being built with Hyphen software. From flagship products such as BuildPro and SupplyPro to our newest innovations, we provide the only full-cycle software suite designed to support teams before, during and beyond the build. Join us at Hyphen Solutions and help shape the future of technology in Residential Construction while achieving your professional goals.

Requirements

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.
Honesty.
Respect.
Passion
A Customer Care Representative must have experience troubleshooting software, exceptional multi-tasking skills and be a team player.

Responsibilities

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
Document issues and resolutions, and record all activity and communications regarding 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
Work closely with and coordinate with Hyphen departments including Application Support, Implementation, Training, Sales and Accounting to ensure the timely processing, activation, and invoicing of BRIX customers.
Continuously drive Hyphen Solutions’ value propositions, product benefits, goals and objectives into prospective customers through customer communication.
Able to maintain schedule as provided by management
Write SQL statements to research and correct data issues
Other duties as assigned