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Application Specialist

Company: Insight Global
Location: Sarasota
Posted on: July 26, 2022

Job Description:

Position and Requirements Summary:The Application Specialist will provide phone support to all customers. They will provide level 1 technical and application online/chat/email and/or phone support for all application inquiries as required to ensure customer purchases meets performance and operational standards and overall customer expectations.The candidate must possess a high level of technical troubleshooting skills and the ability to makes decision regarding the usability of the customer's applications. Candidate must possess excellent customer service skills and the ability to communicate effectively with customers regarding services performed. Candidate must possess excellent time management skills as well as communication skills both written and verbal with customers and colleagues. This position is in Sarasota, FL and may be required to travel up to 10%.Position Responsibilities:

  • Serves customers by providing product and service information for our applications (LS, iRis etc) product line; resolving product and service problems.
  • Builds and maintains close relationships with customers and sales personnel.
  • Resolves product or service issue by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; route cases to appropriate individuals for resolution.
  • Maintains customer records by updating account information using the Salesforce
  • Work directly with Field Service Technicians and Phone Service Technicians to provide resolution for the customer and bring closure to case.
  • Assist team with Material Orders by processing Sales Order requests via Salesforce and/or Deltek.
  • Understand customer's warranty conditions and ensure service delivered is as per customer warranty terms.
  • Assist in providing quotes to clients for repairs, evaluation, and parts for products not under warranty.
  • Work closely with our Customer Experience Specialists, Customer Support Engineers, Engineering team and Management in the event of escalations.
  • Provide LearningSpace enhancements to our Product Management and Engineering team.
  • Partner with CES team to ensure customer communication is clear and concise.
  • Assist in testing hardware that comes back to the corporate officeRequirements:
    • Associates or Bachelor's degree in any related IT field and/or 3+ years of equivalent work experience
    • Positive, passionate, customer centric mindset
    • Demonstrates sense of urgency to communicate to resolve customer issues
    • Highly organized and attention to detail
    • Emotional intelligence
    • Needs moderate direction and follow-up
    • Time Management and Multi-tasking skills
    • Sense of ownership General:
      --- Complies with and enforces all applicable safety rules, regulations and procedures at CAE Healthcare.
      --- Perform all duties in compliance with and enforces legal and ethical standards including: CAE Code of Business Conduct, CAE policies and procedures, country laws and regulations, federal, states and provincial laws, policies, and standards.
      --- Maintain security of all proprietary information.
      --- Perform other duties as assigned or as necessity dictates.CAE is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.
      • FLSA STATUS: Full Time, Regular, Non-Exempt

Keywords: Insight Global, Sarasota , Application Specialist, Other , Sarasota, Florida

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