Customer Support Agent

Retrieved 10 days ago from Remote

Customer Support Agent

in Telecommuter, United States

Tracking #: 4654

Location: USA - Telecommuter

Position Type: Full-Time/Regular


WE are Self-starters , WE are Passionate , WE are Relationship builders , WE are Innovative , WE are Nimble , and WE are Transparent WE are SPRINTers ! We believe in challenging you, then providing you the room and flexibility to deliver.

EFI is looking for an Customer Support Analyst to join our EPS Business Unit.

The Customer Support Analyst will be responsible for providing support to new and existing EFI Pace and Midmarket Suite customers. This position requires an ambitious self-starter. The ideal candidate will have the skills indicated below, complimented with excellent written and verbal communication. Resolving customer issues requires good listening skills and the ability to understand investigate and recreate issues locally. The ability to translate information into our internal systems, in a detailed and meaningful way, is of great importance in this position.

Primary responsibilities

  • Manage email, telephone and on-line inquiries and logging such into the appropriate CRM system, routing and escalating them as appropriate to the various teams
  • Provide support to customers via email and telephone using own discretion and experience
  • Answer emails, opening cases in SalesForce, identifying customers, populating case details, and confirming accuracy of data
  • Actively manage case volume and follow through with customer issues
  • Develop and maintain excellent relationships with internal and external customers through telephone and written communications
  • Log detailed reports documenting customer problems and other related situations
  • Maintain accurate data within the CRM system
  • Identify customers operational and business areas of weaknesses and guide EFI and customer to the right resolution in support of the business
  • Other support tasks as determined by Global Support Manager

Education and experience requirements

  • Strong working knowledge of EFI Pace, preferably as an MIS administrator

Post-secondary degree, or diploma with relevant experience in one of the following disciplines:

  1. Accounting or bookkeeping
  2. IT sys admin or helpdesk
  3. ERP/MIS administration
  4. Prepress workflow
  5. Pressroom experience
  6. CSR, order management, procurement, business process management
  • Customer service experience

Relevant skills & knowledge

  • Prior experience using EFI Pace or other components of the EFI Midmarket Suite strongly preferred
  • Experience using, Confluence and JIRA preferred
  • Confidence in talking direct to client contacts at all levels
  • Excellent organizational and interpersonal skills
  • Willingness to learn
  • Superior communication and listening skills
  • A self-starter - ability to work with minimal guidance in a fast paced environment
  • General computing skills, including email and internet based navigation
  • Must be fluent (verbal and written) in English, with additional languages considered highly preferable in Spanish and German

We move quickly, with the purposeful intention of solving a problem, accomplishing a goal, and ultimately making a difference for our customers, partners, colleagues and shareholders, EFI SPRINTers take action and adapt to changes in order to transform our customers businesses to be more productive and profitable through innovation in a digital print business.

EFI is an Affirmative Action/EEO/Protected Veteran/Disabled Employer

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