Customer Success Specialist - Time and Compensation Modules

Atlanta, GA
Full Time
Customer Experience
Entry Level

Position type:  Full time 

Reports to: Supervisor/Manager, TTCM

FLSA Status: Non-Exempt

 

Summary / Objective:

As a Customer Success Specialist, you will provide an exceptional support experience for QGenda’s customers by delivering our industry-leading best practices. You will work closely with members from across the greater Customer Success organization to provide creative solutions to support requests and project-based assignments involving the QGenda application, aligning to our unified targeted business outcome.

 

Responsibilities:

  • Maintains a professional and positive attitude in all customer and company interactions, both internal and external.
  • Collaborates with members of the CS organization, when necessary, to complete project based assignments within defined time frames and/or meeting identified deadlines.
  • Provides meaningful feedback on current customer companies to other members of the CS Organization, including, but not limited to: Implementation Consultants, CS Consultants, CSXs, and PMs.
  • Sets and manages appropriate expectations around resolution and response times.
  • Delivers high customer satisfaction and low customer effort by providing solutions to issues in a timely fashion, escalating to senior team members as necessary. 
  • Assists other team members in new customer implementation project work during peak workload volumes.
  • Assists in entering pay rules from external documentation into our QGenda application.
  • Assists in validating customer payroll calculations.
  • Completes work with a high degree of accuracy and performs through self-checking of work prior to communicating completion to ensure a high degree of accuracy.
  • Ability to juggle multiple projects with competing deadlines, ensuring that expectations with different parties are properly set and communicated.
  • Leads interactions with customers, either individually or as part of a group/team conversation, such as customer-facing projects and/or training efforts.
  • Holds a high degree of understanding of functional knowledge within the QGenda solution.
  • Ensures timely and accurate tracking of time, cases, projects, contacts, and accounts within designated systems, following QGenda best practices.
  • Completes other duties as directed by a member of QGenda management/leadership.

 

Knowledge, Skills, and Abilities:

  • Highly collaborative across the CS organization
  • Excellent case management and time management skills
  • Ability to follow protocols and policies as defined by QGenda and CS Leadership
  • Detail oriented; Ability to complete assignments and maintain communication with a high degree of accuracy and timeliness
  • Demonstrates strong written and verbal communication skills
  • Understanding of tasks, deliverables and requirements with regard to project assignments, cases, and workload

 

Requirements:

  • Associates / Bachelor’s degree preferred
  • 0-2 years of experience in technical support or other related fields.

Applicants must be currently authorized to work in the United States on a full-time basis.

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