MAJIQ (www.majiq.com), is a client-intimate software products company based in Redmond, WA, for 40+ years that builds and maintains enterprise-level orders to invoice and manufacturing tools for the global pulp, paper, and nonwoven industries. MAJIQ is owned by Perseus Group, Constellation Software Inc a buyer and holder of vertical market software companies throughout the globe. We offer the benefit of working for a medium-sized company and enjoying the support and opportunity of being part of a 50,000+ employee organization.
JOB DESCRIPTION
As a Customer Support Specialist, you will play a pivotal role in ensuring our clients receive exceptional support and assistance with our software products. You will serve on a team responsible for frontline ticket support between our company and our valued customers, providing timely and effective solutions to their issues and technical challenges.
Essential Duties and Responsibilities
- Serve as the initial point of contact for customer inquiries via tickets opened on the MAJIQ Customer Portal
- Diagnose and troubleshoot technical issues in MAJIQ software solutions.
- Escalate complex or unresolved issues to the next level of support or other relevant teams while ensuring timely follow-up and resolution.
- Maintain accurate records of customer interactions, issues, and resolutions using our CRM system.
- Reproduce issues reported by customers in a test environment and be able to write up step-by-step reproduction scenarios.
- Contribute to the development and maintenance of comprehensive support documentation, including FAQs and knowledge base articles.
- Hybrid Redmond Office Work Environment post training period.
- Work in the MAJIQ Help Desk on a regularly scheduled basis.
- Learn MAJIQ software applications and about the pulp and paper industry.
- Follow company procedures as developed for both internal and external work processes.
Required Skills & Experience
- Experience in a customer support role, preferably associated with mission-critical business computer systems.
- Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts in a clear and concise manner.
- Ability to grasp complicated business processes and relate them to MAJIQ’s applications.
- Analytical approach to requirements gathering and problem-solving.
- Ability to learn MAJIQ software.
- Working knowledge of Microsoft® Word, Excel, PowerPoint, Outlook.
Skills & Experience
- Experience in Customer Service, Supply Chain Management, Sales & Operational Planning, Logistics, Manufacturing, or Warehousing and Shipping.
- Willingness to travel to customer facilities to work directly with customers.
- Experience maintaining systems used in a 24x7 manufacturing or logistics environment.
- Technical support experience.
- Basic SQL skills.
Experience that would be a big plus but is not required:
- Experience in the manufacturing industry.
- Knowledge of the pulp and paper industry.
Essential Functions
For up to 8 hours per day you must be able to fully utilize standard computer equipment, required programs, phone, and office equipment. You must be able to lift and carry a laptop computer.
Compensation
Constellation offers a competitive base salary, bonus potential, and a comprehensive benefits package.
Job Type: Full-time
Pay: $55,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Ability to Commute:
- Redmond, WA 98052 (Preferred)
Work Location: Hybrid remote in Redmond, WA 98052