[Remote] Customer Portal & CRM Support Rep II (Oracle CRM, Sharepoint, Salesforce CRM, ServiceNow)

Note: The job is a remote job and is open to candidates in USA. Conexess Group is a company that provides support for various customer and vendor portals, CRM systems, and related tools. They are seeking a Customer Portal & CRM Support Rep II to provide first and second level support to users, troubleshoot issues, and maintain professional rapport with customers.ResponsibilitiesProvides timely support by assessing, researching and resolving customers’ issuesMaintains a strong level of professionalism, establishes a positive rapport with customers via call, chat, and caseTroubleshoots and investigates possible system anomalies, understanding if it is ‘working as designed’ or a bugEscalates complex customer inquiries and system issues for resolution to the level III support representativeDocuments details of the customer issue in a caseDocuments support instructions for team-wide use in a databaseUpdates customer support cases, determines the correct support queue for submission and resolution as neededMaintains expected company-wide support metrics regarding response and resolution timesSupports system software development with testing activities as assignedCompletes special projects (data review, data updates, housekeeping) as assignedMay perform other duties as assignedSkillsMinimum of 3 years of experience in a support role or related fieldAble to learn and navigate the details of moderately complex systems, tools and processesAble to ask probing questions to get to the root of a customer's inquiryAble to contact and build rapport with various technical teams for investigation support as neededAble to work on routine tasks consistently and efficientlyAble to apply acquired job skills and company policies and procedures to complete assigned tasksStrong verbal communication and customer relations skillsStrong written communication skillsAble to document processes and instructions into steps (KCS or Knowledge-Centered Service)Reliable, able to complete solo tasks and meet deadlinesShould have intermediate Microsoft Excel skills like filter/sort, copy/paste and basic formulas for special projects as assignedSome college preferredCompany OverviewConexess Group is an information technology company providing IT staffing and project management services. It was founded in 2009, and is headquartered in Nashville, Tennessee, USA, with a workforce of 201-500 employees. Its website is http://conexess.com.