What are the responsibilities and job description for the Customer Care Lead position at Unison Software, Inc.?
Overview
Unison Software Solutions, a leading provider for procurement solutions to the federal marketplace, is seeking a Consultant. Unison consultants work directly with clients to understand key elements of client business processes and then work to implement and operate Unison software products and service offerings by performing key tasks. Consultants thrive on their personal and direct contributions that help our clients achieve substantial benefits from our suite of software products.
The initial position will be as a Customer Care Lead, which is a customer-facing role that operates as part of a team. This role is currently remote.
Responsibilities
- Managing a small team of Customer Care professionals
- Triaging and remediating tickets
- Handling ticket escalations
- Generating reports and conducting analysis of Customer Care activities
- Communicating with technical and functional teams to remediate issues
- Communicating with Government users and Stakeholder teams to discuss tickets, outstanding issues, workarounds, and resolutions
- Supporting configuration management process
Qualifications
- Minimum 2 years of experience in a Government-facing functional, customer service, or help desk role
- Experience with developing and/or reviewing functional system documentation, to include requirements, design, and training documents desired
- Proficient in the basics of Microsoft Excel, PowerPoint, and Word
- Experience briefing to multiple stakeholder groups
- Professional experience with one or more of the following:
- Software implementation (Requirements Analysis, Business Process Design, Configuration, Testing)
- Software integration
- Training
- Software support
- Possesses superior client relationship skills
- Exceptional written and verbal communications skills
- Self-starter, quick learner, and team player
- BA or BS degree in a related field or equivalent experience
- Experience with Unison's PRISM is preferable
- Business experience in government contractor functions such as proposal management, contract management and/or procurement is preferable
Unison is an Equal Opportunity Employer