Customer Support Specialist (Alpharetta, GA Hybrid - Bilingual Spanish or French Pref)

Job description

Company Description

Who Are We?

Sopra Banking Software is the partner of choice for more than 1,500 financial institutions worldwide. 

The rich variety of our solutions, the strength of our conviction, and our passion for innovation enable us to support our clients on a daily basis and in their future projects, as well as in their goals regarding financial inclusion. Our customers, based in over 80 countries around the world, benefit every day from our technologies and software, as well as the expertise of our 5,000 employees.

Sopra Banking Software is a subsidiary of the Sopra Steria Group, a European leader in consulting, digital services, and software development. With 50,000 employees, the Sopra Steria Group generated a turnover of €5.1 billion in 2022. 

For more information, follow us on LinkedIn, Twitter & Instagram, or visit www.soprabanking.com

Job Description

What role will you play?

Our customers are the core to our definition of success and therefore how we engage and assist with their experience is a crucial aspect to our success as a company! Our Customer Support team is B2B focused and is in place to help us provide the best possible experience to every customer who interacts with us. The customer support specialist will bridge the gap between what our customers need and what we’re delivering — helping us to not only meet but also exceed their expectations. As a Customer Support Specialist, you will serve as an expert on the function and use of specific products and guide customers through complex questions or issues. You will process complaints and issues related to our products and services and play a vital role in enhancing customer experience by assisting in resolving said complaints, making recommendations, providing information about the company’s products and services and frequently providing necessary technical assistance. You will be responsible for guiding product users through features and functionalities. To be successful in the role of a customer support specialist, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software. Hybrid role! Mu st be currently located in Atlanta metropolitan area.

What will you be doing?

·  Offer customer support to end users/dealers across our dashboard and mobile app product
·  Handle inbound and outbound calls and emails to ensure customer satisfaction by resolving issues
·  Log calls and resolution processes
·  Escalate issues that cannot be resolved with customer interactions to the appropriate CS team member
·  Propose improvements to automation and exploring opportunities to reduce email and phone enquiries
·  Provide dealer training or re-training on calls accordingly
·  Research and troubleshoot client technical issues – including but not limited to:
·  Hard resets, i.e. power on/off device
·  Application access/closeout
·  Backend password reset

Qualifications

What do we require from you?

Knowledge & Skill Requirements:

·  Good knowledge of mobile operating systems: Android and iOS
·  Experience using help desk software and remote support tools
·  Understanding of how to troubleshoot hardware and software issues
·  Ability to conduct research to stay on top of software and hardware trends
·  VoIP knowledge

Competencies:

·  Excellent communication skills – verbal and written
·  Strong phone presence and engagement is imperative  
·  Customer oriented, enthusiastic, courteous, patient and motivated to take charge of customer engagement, service provision and incident resolution
·  Demonstrate a willingness to learn
·  Must be a team player but also work on your own initiative
·  Ability to work in fast paced environment
·  Ability to multitask
·  Excellent problem solving skills

Education/Certification/License Requirements:

·  High School Diploma

Working Experience:

·  A minimum of 2-3 years previous customer service and support experience
·  Experience providing technical-oriented customer service
·  Customer facing/business to business experience

Preferred Experience:

·  Experience of automotive/equipment funding or auto dealerships operations
·  Understanding of how CRM systems work
·  Fluency in languages, Spanish, Portuguese, German, French
·  Associates or Bachelors in related field OR equivalent certification

Additional Information

Why should you apply?

If you are looking for an opportunity to not only grow professionally but also personally SBS is the place for you! We pride ourselves on making sure each employee receives the same level of commitment and dedication as we give our clients! You will be seen, heard, poured into, provided the proper tools and resources necessary to grow and encouraged to flourish! We acknowledge how much time is actually dedicated to the great work you will provide thus we deem it necessary to nurture not just your talents but you as an individual! Each office provides a unique associate experience that extends pass the walls in hopes to also accommodate any and all remote work activity as well!

Our Tribe – if you’re looking for diversity, equity, inclusion and belonging LOOK NO FURTHER!

We’re a part of various ecosystems in an increasingly multicultural and diverse world. And as a company, we have a responsibility to those who place their trust in us. From e-sports players to volunteers for humanitarian organizations, from drummers to street art lovers, we’re a diverse and close-knit team, united by a passion for all-things digital.

Our diversity is our strength. Our approach is our difference.

We look for people who are driven by results and have a clear aptitude for providing solutions for our clients. A passion to succeed is very important, especially if you can balance it with empathy for our diverse customers and understanding of what they really need. No matter where you are in your career path, if you find yourself sharing our core values, looking to bring fresh ideas to the table, and wanting to make an impact – HERE IS WHERE YOU START!

Some things to look forward to:

·  Individual mentoring and ongoing support throughout your entire SBS journey
·  Excellent employee benefits – medical, life and 401k match!
·  Competitive and fair compensation structure
·  Thorough and
·  Flexible work environment that fully supports a healthy work life balance
·  Great people and engaging working environment
·  Dedicated commitment to values that surround our people, the community, the environment and market/business ethics
·  Involvement with fresh initiatives that support our corporate responsibility towards Access to Education, Gender Equality, Financial Inclusion, and Environmental Sustainability

Pay Transparency: $53,000/annually

At Sopra Banking Software, you can come as you are. We embrace diversity in all its forms. We’re committed to fostering a work environment that is inclusive and respectful of all differences, we value diversity at our company and do not discriminate on the basis of race, ethnicity, religion, gender, sexual orientation, age or disability status. All personal information will be treated as confidential according to the Employment Equality act.

 

All your information will be kept confidential according to EEO guidelines.

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.

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