What are the responsibilities and job description for the Customer Support Analyst position at Omatic?
Who Are We?
Omatic is a place where the employees thrive on helping others, both through business goals and personal pursuits. Fun, energetic, and lively are terms frequently used to describe the culture at Omatic, and this is balanced by an undercurrent of hard work and commitment. The team tackles big challenges, revels in the process of solving big problems, and celebrates the wins for our company and our customers.
Who Are You?
Do the terms “Super Sleuth”, “Forensic Investigator”, or “Inspector Gadget”, mean anything to you? Does the idea of stepping onto the stage of life into a set of those shoes, everyday, make your temperature rise? If so, this may be the gig you have been looking for all along!
What Do We Want To Be Able To Do Together?
4 Simple Words – Make. Magic. Happen. Everyday.
Omatic’s primary purpose is to support the non-profit community and we strive to keep a continuous flow of innovative and electric momentum going in the direction of synchronous and harmonious data flow! As a member of the Omatic Support team, you play a key role in not only making that magic happen but continuing the ability for all non-profit organizations that utilize our products to keep the magic happening for their primary purposes, as well.
We must admit, all of this sounds REALLY AWESOME, but what does it all really mean? We thought you’d never ask! The details of the mission, should you choose to accept it, are listed below:
Act as a Product Ambassador for the Omatic Product Suite
Demonstrate expertise when discussing each Omatic product offering.
Remain educated on updates and enhancement to each product in alignment with release dates.
Consistently gather, update, and maintain support documentation by contributing 5 Omatic knowledge base articles per month to our working knowledge base sight.
Consistently Deliver Outstanding Customer Support and Experience
Proficiently and consistently resolve basic issues for all solutions within their solution group.
Quickly identify when issues are more complex and gather appropriate information to triage to senior personnel/resources for resolution.
Accurately capture ticket notes, document activities, and manage ticket lifecycle.
Categorize tickets appropriately upon closure to help inform root causes of customer contacts for tracking of the possibility of trending issues within the software using Case Crafter scoring. This is reviewed on a monthly basis, with a minimum score of 200 required each month for 100% compliance.
Provide friendly and professionally toned responses to internal and external clients by using expressive language, punctuation and emoji when deemed appropriate for the temperature of the communication.
Answer incoming phone calls and chat messages in a timely fashion. Phone calls must be answered within 5 rings and chat messages to be replied to within 3 minutes.
Work as a team both within the company and with each of our clients within all verticals using the Support case system, email, phone, and chat systems
Achieve and maintain FR SLA of 96%
Achieve and maintain Resolution SLA of 90%
Achieve and maintain Case Crafter Score of 200 or better each month
Customer Satisfaction Survey Positive Rating of 90% or better per quarter
Do You Have What It Takes?
Proficiency with Blackbaud’s Raiser’s Edge or Financial Edge is preferred but not required.
Demonstrated ability to be diplomatic and tactful in dealing with diverse network of clients.
Demonstrated ability to rapidly learn new concepts and ideas.
Proven ability to ask critical, insightful questions and probe for information to facilitate problem solving.
Demonstrated ability to act as a calming and settling influence in tense situations. Looked to by others for directions and guidance.
Demonstrated ability to integrate unrelated information and develop highly creative, strategic approaches.
Demonstrated ability to accurately predict behaviors across a variety of situations using a keen insight into others.
Demonstrated ability to create effective strategies for complex cross-organizational projects.
Demonstrated ability to work effectively in situations characterized by continual change
Proven ability to quickly and efficiently identify key issues or variables to consider in making important decisions.
Demonstrated ability to anticipate obstacles or problems. Takes timely steps to minimize impact on intended results.
Demonstrated ability to create long term strategies that anticipate customer needs/expectations.
Associate, Bachelor’s degree, or previous technical troubleshooting experience preferred but not required.
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