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Customer Service Representative
Ref No.: 19-02212
Location: Redmond, Washington
Did you know that our employee benefits start on the first day of employment? Join eXcell and enjoy our generous, DayOne Benefits (SM)!
As a Support Representative on the internal product Registration System & Sponsorship team, you will primarily be responsible for providing support to the customers (internal and external) that use the Sponsored offer to move customers from Proof of Concept to billable usage across multiple channels. Internal and Sponsored offers are built on AIRS and you will be required to learn this system to support customers as well as several other tools / databases. In this role you will have responsibility for providing support for the registration, reporting, and billing issues faced by stakeholders. You will be responsible for troubleshooting, analyzing, escalating, documenting, and communicating to the various stakeholder communities as appropriate for each service request or task that you handle in the queue. Occasionally your responsibility will include documenting a bug to the Engineering teams and participating in the meetings to drive issues and bugs to resolution.
Key Accountabilities:
  • Learn, understand, and master the process that happens for Sponsored offers across all supported channels
  • Take on an appropriate case load of issues while maintaining those issues at high levels of satisfaction
  • Communicate with customers and stakeholders in a clear and professional manner
  • Document bugs / issues and represent those in meetings with the team and engineering
  • Identify gaps and drive process improvement in the Support Process and document changes when old process documentation is out of date
Key Qualifications:
  • Operational (EMAIL) customer service experience (not call center) – 3+ years’ experience
  • Excellent written and verbal communication skills – 2-3 years’ experience
  • Case management / customer service escalation management experience – 3+ years’ experience
  • Experience providing support to software platform customers
  • Strong qualitative and quantitative data analysis skills
  • Results and action oriented – makes sure the job gets done on time
  • Highly organized, with great attention to details
Preferred Qualifications:
  • BS / BA degree
  • Experience in a customer support role
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit