Full-time Customer Support Technician

About the Position:

AccuLynx is a fast-growing SaaS provider of CRM/project management software for roofing contractors. With more than 10 years in the business and impressive year-over-year revenue growth, we have quickly established ourselves as the leading software product in this multi-billion dollar industry.

AccuLynx is looking to add a Full****-Time Customer Support Technician to our team in Beloit! A Customer Support Technician will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best Customer Support Technicians are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer Support Technicians can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving also comes naturally to Customer Support Technicians. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. If this sounds like you, please read on!

What You Will Do:

• Manage large amounts of incoming calls, identifying needs and assisting customers with the use of our industry leading web-based application

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

• Keep records of customer interactions, updating ticket-tracking system with call details

• Escalate trouble tickets to the correct department for resolution

• Build sustainable relationships with customer accounts through open and interactive communication

• Provide accurate, valid and complete information by using the right methods/tools

• Meet personal/customer service team KPI targets and call handling quotas

• Follow communication procedures, guidelines and policies

• Assist with interdepartmental projects that have been assigned

Your Qualifications:

• High school degree or Associates degree in IT related field (preferred)

• Prior customer support experience and strong customer orientation

• Excellent verbal and written communication skills; must be able to communicate effectively with end users with a variety of levels of technological knowledge

• Technology must be a passion

• Ability to prioritize and manage time effectively; taking both calls and chats from customers while documenting

• Must be able to sit for extended periods of time

Preferred Qualifications:

• Previous customer support experience

• Previous QuickBooks experience

• Familiarity with CRM systems and practices

Position is based in Beloit, WI only, and full-time remote work is not an option at this time. Applicants must be able to work legally within the United States, and we currently do not offer H1B Visa sponsorship. Please, no 3rd party inquiries.

AccuLynx is an Equal Opportunity Employer committed to inclusion and employing a diverse workforce. All applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, disability, or other legally protected characteristics.