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Product Support Representative - Call Center - Springfield, MO

Springfield, MO 65809

Posted: 01/11/2019 Employment Type: Contract To Hire Industry: Call Center Job Number: 6131
Product Support Representative - Call Center - Springfield, MO 
Excellent opportunities available in our Client' s Springfield and Monett call centers. 

Acting as an agent on behalf of our financial institution clients, the Credit Union Product Support Representatives assist customers with a wide range of software products.

The first week will be 8AM – 5PM M-F and then follow the schedule below.

The rest of the assignment schedule will be 8AM to 7PM-   Friday, Saturday, Monday, Holidays, and the day after Holidays. Holiday Hours will be 8AM – 5PM.

Upcoming holidays:
  • 1/21/19
  • 2/18/19
  • 5/27/19

Day after holidays:
  • 1/22/19
  • 2/19/19
  • 5/28/19 

  • Must have at least 6 months of customer service experience.

  • Experience working in a financial institution such as a bank or credit union.
  • Experience working in a call center environment  or technical support field.
  • Bachelor’ s degree (or working toward)  in business or IT related field.
  • Candidates that are bilingual are preferred, but not required.

  • Provides product support for customer inquiries received via the telephone, Internet, instant message, email, or self-service systems. 
  • Assesses nature of question or issue and resolves in a timely manner.  Questions and issues will vary depending on the product supported.
  • Assists customers with new account set up, and performs maintenance for existing accounts.  Assists customers in validating accuracy of account data.
  • Assures system security by verifying customer information prior to performing any modifications or resets, according to the company’ s standard security requirements.
  • Thoroughly documents issues and resolutions, per corporate standards.  May forward product issues to development. 
  • Communicates the customer’ s needs/expectations to the appropriate personnel.  Follows escalation procedures to ensure complex support issues are resolved. 
  • Consults with senior peers on more complex issues to increase product knowledge.
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