Customer Support Representative (Software )

We are actively seeking a solutions-oriented Software Support Specialist to join our team! You will be directly responsible for providing customer support through various mediums such as phone, email, and online chat. This role is a great opportunity for anyone interested in joining a fast-paced culture and growth within an organization with both part-time and full-time positions available.

EMPTrust HR is a leading provider of Human Capital Software on the SaaS platform and provides solutions for talent management, onboarding, and related solutions and provides a flexible work environment with opportunities to grow your career.  We support Fortune 500 companies, Small and Large Enterprises, State and local agencies and provide a dynamic, fun work environment.

Here’s what you’ll be doing:

• Provide timely, professional, and accurate responses to customers who submit inquiries via phone, email, or chat
• Support customers and end clients on answering questions, track issues or problem reports into our IT helpdesk tool, and coordinate with technical and sales support teams
• Enter all correspondence and necessary information for problem resolution into our helpdesk tools.
• Manage and set customer expectations on timely resolutions of open requests.
•  Serve as a customer advocate and interact with internal teams to solve customer issues
• Support setup of new client accounts and users accounts
• Collaborate and follow-up with the product team on cases that require escalation
• Inform customers of critical issues and system updates

Here’s what you’ll need:

• Associates or Bachelor’s degree preferred
• 1 year of experience serving in an external client-facing role supporting clients via phone or email.1-2 years of experience using, supporting, or troubleshooting web-based applications is preferred.
• 1-2 years of experience working in a corporate environment supporting a product or software as a service (SaaS) solution
• Experience with being managed to traditional customer support KPI’s such as response time, resolution time, and customer satisfaction
• Excellent written and verbal communication skills
• Detail-oriented and organized with the ability to prioritize tasks in a deadline sensitive environment
• Strong technical, analytical, and troubleshooting skills
• Must have a technical inclination and a basic understanding of computers, internet browsers such as Chrome, Firefox, or MS Edge and using software on a daily basis. Interest in cloud technology, SaaS, and Human Resources
• A passion for delivering exceptional service
•  Ability to thrive in a team environment
• Creative problem-solving capabilities, ownership of issues, and excellent organization and follow-up
• Proficiency in MS Excel, Word, Email Outlook is required;
• Exceptional candidates with strong educational credentials, web/computer knowledge, and good communications skills will be considered in lieu of experience. A background in Human Resources or study in HR will be considered an advantage

Training: Training will be provided on the company’s SaaS software and related help desk tools and components for selected candidates.

 Job Type: Full-time and Part-time position available 

Education: Bachelor's (Preferred)

Work Location: Gaithersburg, MD

Work Eligibility:

Applicants for employment in the U.S. must possess work authorization which does not require now or in the future sponsorship by the employer for a visa. 

Equal Employment Opportunity & Affirmative Action:

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis as protected by federal, state, or local law. 

EMP Trust Solutions is an EEO and Affirmative Action Employer of Females/ Minorities/ Veterans/ Individuals with Disabilities and is committed to providing veteran employment opportunities to servicemen and women.

Background Checks:

The selected candidates will be required to undergo a background check and drug screening as needed. Candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

DHS E-Verify Participation:

EMP Trust participates in the DHS E-Verify program to determine employment eligibility to work in the United States.