Customer Support Specialist II

Summary:

Individuals within the Associate Support role interact with internal customers to provide and process information in response to inquiries, concerns and requests about products and services. They deal directly with internal customers by telephone and electronic communications. They respond promptly to all associate inquiries. Associate Support members respond to requests for diagnosing and resolving problems, and if necessary, escalating the problem to the appropriate level of expertise for assigned accounts. They are responsible for documenting solutions to problems. On an ongoing basis, they work to improve associate support processes and practices. These individuals also obtain and evaluate all relevant information to handle service inquiries. They may provide updates, issue resolution, process improvements, and professional communication related to all received requests.

Primary Duties and Responsibilities:

• Interacts with internal or external customers to provide and process information in response to inquiries, concerns and requests about products and services

• Provides first point of contact and day-to-day technical support

• Responds to Level 1 support and may support Level 2 requests

• Assess, appropriately triages, and escalates tickets when appropriate

• Processes requests and incidents

• Assists customers with recovery issues

• Develops checklists and scripts for resolving routine problems

• Responds to and establishes communications and confirmations with incident reporting parties

• Identifies recurring and potential problems and notifies team members/leaders

• Recommends ideas for improving queue time, abandoned call rates and first contact resolution

• Documents solutions to common problems and responses to frequently asked questions

• Recommends document Job Aids, Quick Tips, and Knowledge Base Articles. Mentors less experienced staff in a specific area of expertise

• Facilitates learning sessions with internal teams

Required Skills and Qualifications:

• Associate's Degree or technical institute degree/certification in Computer Science, Information Systems, or other related field or equivalent work experience

• Typically has 2-4 years of relevant technical or business work experience

• Demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/diagnostic skills

• Good analytical skills

• Ability to solve problems

• Strong commitment to superior customer satisfaction

• Strong oral and written communication skills

• Competency in call center tracking tools

• Knowledge of and ability to support Windows workstations, Active Directory, Windows File Permissions, Microsoft Office Suite and Apple devices

• Ability to support desktop related issues in a fast paced, high performing organization

• Ability to support a diverse population at multiple organizational levels

• Experience in a helpdesk ticketing environment

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

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