Job description
- Providing remote customer service by responding to inbound calls and placing outbound follow-up phone calls.
- Problem-solving in partnership with our customers to quickly determine the appropriate resolution path.
- Documenting issues within the customer relationship management system with clear, concise, and accurate information including the path of troubleshooting and resolution.
- Resolving inbound software-related issues ensuring the highest level of customer service.Assists with trend and root cause analysis by identifying and communicating problem trends to the appropriate internal stakeholders.
- Other responsibilities may be assigned to this position in response to Cott's business needs.
You have experience working in a software support capacity with various customer support tools and procedures. You have:
- Excellent customer service skills; Excellent verbal and written communication skills; Ability to work well under stress and remain calm while dealing with frustrated customers.
- Strong analytical and problem-solving skills; Ability to learn quickly and apply your knowledge.
- Experience with various customer support procedures and processes; experience working in a software technical support capacity.
- Strong organizational skills; Ability to manage time effectively and independently; Ability to multi-task, set own priorities, and flourish in a fast-paced environment.
- Some working knowledge of Microsoft Office (Word and Excel).
- Experience with MS Windows and installing/supporting computer software desired.
- Experience with customer relationship management systems (i.e. MS Dynamics, Salesforce, etc.) desired.
- Excellent work history and dependable attendance record.
- Paid time off (15 days the first year of employment plus 8 holidays)
- 401K retirement plan with a match
- Comprehensive medical, dental, and vision plans including an HRA medical plan option with a sizable yearly contribution by Cott
- Basic life & ADD insurance, and short and long-term disability at no cost
About Cott Systems:
Cott Systems, an innovator in public records management for more than 130 years, Cott is today’s technology leader for recording, imaging, and searching land and court records with over 400 active systems across 21 states. With our industry-leading research and development process that includes significant customer involvement, Cott is driving new technologies and services for local governments by employing real-time information and workflow automation, data management and migration, professional services, Cloud Computing, and SaaS solutions.
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