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AddThis Sharing Buttons Customer Support Specialist FULL_TIME Job Title Customer Support Specialist Organization 67202 US Location City Wichita Department Customer Service Experience Level Entry Level Supervisor's Title Mandy Vanmeerbeck Contact Person Tanica Bradt Contact Phone Contact Email Posted Date December 22, 2021 Closing Date March 31, 2022 Headquartered in Wichita, KS AgVantis is a unique and distinct technology solutions and business services organization, providing its solutions and services to both Farm Credit Banks and Member-Owned Associations. We help navigate the complex Farm Credit regulatory environment with solutions and services that are designed by and for Farm Credit Entities to meet their unique business needs. Since our inception in August of 2001, AgVantis has and continues to develop and provide customized financial software and business services to Farm Credit Associations around the United States.
**Benefits offered by AgVantis:**
- Powering those who grow America
- Investment in employee development and training
- Medical, Dental, Vision coverage (HSA and FSA available)
- Outstanding 401K - automatic 3% employer contribution, plus match up to 6%
- Generous Paid Time Off, plus 10 paid holidays
- Competitive Incentive Compensation Plan
- Disability & Life Insurance
- Employee mental, physical, and financial wellness programs
- Gym Membership Discounts
- Zander Identity Theft Protection for employee and family
- Hybrid WorkSchedules
POSITION SUMMARY
Provides accurate and timely first-tier support to all AgVantis external and internal customers. Performs immediate analysis of customer incidents for inquiries and problems in business systems. Performs testing on these systems as appropriate. Responds to telephone calls, email and personal requests into the AgVantis Help Desk and accurately records all incidents, while maintaining accountability and ownership until resolved. Monitors progress on problem resolution and initiates feedback to management and the customer. Refers customer requests, as necessary, to the appropriate department. Maintains the Help Desk software system. Reviews and updates procedures to ensure effective problem solving. Creates reports for management to ensure high quality customer satisfaction.
ESSENTIAL FUNCTIONS
1. Delivers courteous and high quality customer experience on first-tier phone and email support to all AgVantis customers by providing solutions, workarounds, advice and/or recommendations in a quick and timely manner. (40%)
2. Logs customer incidents in Help Desk Ticketing System and resolves a minimum of 60% of customer requests related to Next Generation Solutions (NGS). (35%)
3. Monitors the issue log ensuring proper prioritization. Ensures cases are being worked and resolved by all departments in a timely manner. Escalates any issues or problems to management. (15%)
OTHER FUNCTIONS
1. Can properly describe all other business applications and escalate appropriately if needed for timely customer resolution. (5%)
2. Performs other duties and assumes other responsibilities as assigned. (5%)
MINIMUM QUALIFICATIONS
- Education including an Associates degree in computer science, business or a related field. An equivalent amount of related experience may be substituted for this academic background.
- Experience of 3 or more years in providing excellent customer service in telephone and help desk support.
- Demonstrates a passion for customer service.
- Strong in oral, written and interpersonal communication with excellent customer service skills.
- Excellent organizational skills to manage multiple tasks and priorities.
- Skilled in problem-solving. Provides solutions to a variety of technical problems of moderate scope and complexity.
- Establishes and maintains effective working relationships with those contacted in the course of work.
- Skill in Microsoft Word, Excel, PowerPoint and Visio.
- General knowledge of accounting, PCs, networking and software.
- Regular attendance is required on this job with the ability to work a full 8-hour day.