Job Description

Title: Customer Support Specialist - Pre & Post Sales

Location: JACKSON, MS 39201

Duration: 0-1+ year

Shift: 1st Shift (M-F)

Pay Range: $19.00-$22.50 Hourly on W2

Job Description:

As a Customer Support – Pre & Post Sales contractor, you’ll be part of a team of professionals dedicated to keeping our customers connected.

Contractors will be responsible for customer-facing tasks including:

Expertise with the following tools and process is required:

Salesforce
Viewing client contracts in DocViewer and Salesforce
Analyzing the Customer Service Record (CSR)
Legacy S&B and Legacy T billing systems including Enterprise Bill Viewer (EBV), Universal Biller Account Manager (UBAM), ACIS, BOCRIS, BOSS, CABS, BOCABS, and UB
Legacy T Disconnects
Legacy S & B Disconnects
Filing ETF Waivers & Termination Calculations
Reduced Data Set (RDS) Process
Sales Express
ROME
MyPrice
Pricer-D
Igloo
ASAP
Address Validation & Service Qualification (AVSQ) Tool
MyTracker Tool

Key Roles and Responsibilities:

Work under direct supervision of an client manager.
Accept tasks from a SalesForce Support Request queue.
Interact directly with customers in a pre and post sales capacity.
Use various systems and tools to extract, analyze and customize data for stewardship reports that include provisioning, maintenance and billing items.
Partner with internal and external organizations to ensure customer specific issues are addressed in a timely manner.
Bring resolution to issues, engaging other depts. as necessary and being champion for status reports back to the customer.
Maintain a positive customer relationship.
Support implementation of customer projects
Assures successful implementation of service agreements and provide reports/tools to measure performance based on those agreements.
Ensure billing matches contracts, rate tables, pricing schedules, and promos
Confirm provisioning information, resolves billing errors;
Conduct first bill review with customer
Research existing contracts and terms and complete contract renewals
Prepare and deliver pricing

Staffing Requirements:

Resources are responsible for providing pre and post sales customer service support to customers in the Government, Education, and Medical segment of client.
U.S.-Based resources are required as this is a customer-facing position to State and Local government customers.
FT or PT hours can be accommodated. No OT permitted.

Job Types: Full-time, Contract

Pay: $19.00 - $22.50 per hour

Expected hours: 40 per week

Shift: