Overview:

CobbleStone Systems is looking for a dynamic addition to their fast growing IT department. This Candidate will join a results oriented, fun environment with responsibilities ranging across multiple aspects of the business.

Job Function:

A professional support position, the Customer Success Representative is responsible for a range of support activities under the supervision of the IT Director. This position requires a high level of analysis and decision making. The position is primarily responsible for providing customer on our software, diagnosing & isolating problems and determining and implementing solutions. The duties of the promoted position include, but not limited to: Identify and learn applications and software used and supported by CobbleStone. Client Support o Provide customer support and technical assistance (Tier 2) for client issues and requests .o Respond to requests via phone, email and ticketing system. o Follow-up with customers to ensure issues have been resolved.o Monitor and respond quickly and effectively to requests for support. o Transfer knowledge and documentation to the help desk to facilitate robust service support. Internal Support o Support implementation staff with client implementations and configurations. o Provide support (Tier 2) for internal queries, issues and requests.o Monitor and respond quickly and effectively to requests for support.o Support testing and release efforts of software programs/applications. Support Team o Assist with management of processes for support actions and escalations. o Assist support team on all support related efforts in ticketing system, emails and phone calls. o Assist with management of team standards, goals and objectives. o Assist with monitoring daily workflow of support team and ensure procedures are followed. Corporate o Maintain and assist customers with a high level of customer satisfaction. o Maintain strong written and verbal communication skills. o Manage time and priorities when working on multiple projects with multiple deadlines .o Mentor newer staff members. Other duties as communicated by company. KSA (Knowledge, Skills & Abilities)

Qualifications:

• Provide general customer reach out, administrative support to customers.
• Assisting with management, implementation, sales and IT with client reach outs;
• Scheduling meetings and appointments.
• Managing scheduling
• Answering phones & perform professional account check-in with customers.
• General client support: schedule trainings, optimization, support/help, send communications to current & prospective clients;
• Assist with general office duties such as: data entry, typing letters, mailers, responding to e-mails,
• Assist with system/application documentation efforts.
• Must be proficient in MS Word, Excel, PowerPoint, scheduling software and have good computer skills.
• Must type approx. 40 words per minute or similar & have good communication skills.
• Must be customer focused, organized and timely.
• Must pass [and maintain] criminal, drug, and background test.
• Assist with other office duties.
• Support managers with general direction of company and promote the mission and goals of company.
• Handle sensitive information and maintain high level of confidentiality,
• Follow corporate policies as set forth by company.
• Other duties set forth by management.
• Familiarity of a professional office environment (1 year experience or equivalent education)
• Proven experience with support, customer relations or similar office environment Administrative assistant
• Knowledge of office responsibilities, general accounting, business systems, and office procedures
• Knowledge of general computer skills as it relates to an office environment
• Experience with Microsoft Office (Word, Excel, PowerPoint, Outlook, Access)
• Professional writing and documentation knowledge or experience.
• Use of Online/Web-Based Applications and Systems
• Strong presentation and demonstration skills
• Strong interpersonal, communication and writing skills
• Be self-motivated individual
• Understand and adhere to company, team and department's policies and procedures.
• Understand and work toward meeting the company's mission and corporate goals, such as but not limited to: assisting or performing duties related to customer acquisition, customer satisfaction, customer retention, risk mitigation, an/or cost savings.
• Understand your job duties and metrics; perform annual training as requested by the company.
• Professionally manage duties, be on-time, detail tasks management, client feedback and suggestions.
• In-depth understanding of CobbleStone products and features as required by your specific role.
• Respond to internal and external related inquiries or requests and aid other staff members as required.
• Schedule calls, meetings, tasks, planning events, implementation, training, maintain the team's agenda
• Work with CobbleStone team members, where necessary, to recommend solutions that support the company mission and goals.
• Take direction from management, directors, superiors, and others and provide advice in a professional manner.
• Track and report on metrics
• Professional communication and team interaction.
• When asked: assist and/or lead the mentoring of other staff.
• Understand your roles, job duties and metrics.
• Perform general office duties inclusive of answering phones, emails, meetings, and other related job duties.
• Retain strict confidentiality obligations of company policies and those if its clients; inclusive of not participating in, responding to surveys/questions, or posting company/client/vendor/employee or non-public information on social media sites or other public sources.
• Maintain compliance with PTO and time-off policies, security policies, and comply with applicable laws, regulations, and client contract obligations; strive to schedule all time-off in advance and coordinate with manager and Human Resources.
• Be reliable, professional, and maintain a high level of customer satisfaction.
• Assist with meeting Companies goal of client revenue growth, client retention, profitability goals.
• May require overnight travel for multiple days
• May require travel, both in the US and International (can be overnight for multiple days)
• May require long period of time at a computer
• May require long walks, stairs, standing, both onsite and on travel
• May require lifting or traveling with items up to 50 lbs.
• Adhere to company policies and procedures.
• Assist with other duties assigned as required to achieve company's mission.

To apply for this position please utilize the one click apply or reach out via phone at 1-856-784-1139 ext. 1141 Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status

About CobbleStone:

Founded in 1995, CobbleStone is the leading contract lifecycle management software that is trusted by thousands of users every day. The CobbleStone software is a United States government contractor and a leader with procurement, legal, and risk management software. To learn more about what we do, visit us online at www.cobblestonesoftware.com.

Job Type:

Full-time Pay:

$40,000.00 per year

Benefits:

401(k) Dental insurance Flexible schedule Health insurance Paid time off Vision insurance

Experience:

Ticketing system: 1 year (Required) Ability to

Commute:

Lindenwold, NJ 08021 (Required)

Work Location:

Hybrid remote in Lindenwold, NJ 08021