Customer Care Specialist

At eimagine, we believe one thing over everything. We are only as good as the people we hire to join our team! Founded in 1998, eimagine specializes in Microsoft SharePoint, Dynamics CRM, Salesforce, custom application development and mobile development. We are a Microsoft and Salesforce Partner with a staff Certified Professionals. Recognized as one Best Places to Work in Indiana since 2015, eimagine fosters an environment of employee engagement, career development and a comprehensive benefits package.

We are seeking a driven Customer Care Specialist who will be responsible for providing application specific assistance to users of a large enterprise implementation of Microsoft Dynamics CRM in the Health and Human Services sector. As a successful Customer Care Specialist at eimagine, you are a self-starter who is passionate about helping our customers navigate system specific questions and issues. You have a strong desire to make a positive impact on the lives of fellow Hoosiers by providing best in class support to our customers.  

The Customer Care Specialist will be responsible for responding to, triaging and escalating end user inquiries received via our ticketing system. The candidate should be comfortable in learning new technologies and adapting to an ever-evolving software application. Excellent interpersonal and communication skills are crucial for this role.

Description of Duties:

• Responding to, triaging and escalating end user inquiries that are predominantly handled through JIRA ticketing system, but some email and phone interaction required.
• Handle customer issues/questions and provide appropriate solutions and alternatives within established SLA metrics, and follow up to ensure resolution.
• Ensuring all customer tickets contain the minimal information necessary to appropriately investigate and triage issues/questions reported by end users.
• Looking up information in interfacing systems to assist in the determination of root cause.  
• Actively contribute to ongoing process improvement.
• Daily collaboration between Tier 1, Tier 2 and Tier 3 teams regarding developing ticket trends and solutions.
• Keep up to date on existing customer training (Knowledge Base articles) to create team awareness regarding documentation gaps.
• Connect customers to appropriate Knowledge Base articles to resolve stated issue.
• Inform customers about new system features and functionalities.
• Develop and maintain trusted relationships with customer base.
• Availability during eimagine’s core business hours: Monday through Friday 9am to 4pm.

• Self-starter; opportunities for advancement if desired
• Atlassian JIRA experience preferred
• Basic computer skills including Microsoft Office, Web Browsers, Screen Captures, and data entry
• Good problem-solving, analytical, and team-working skills
• Excellent communication and interpersonal skills
• An openness to learning new technologies
• Willingness and ability to adapt and learn in a fast-moving environment
• Ability to remain calm when tackling difficult customer issues
• Willingness to multi-task and quickly shift focus when necessary
• Dedication to customer satisfaction
• Basic understanding of how CRM systems work (Preferred)

• Associates degree or experience in a related field (Preferred)