Customer Service Representative - Level 2
Customer Service Representative - Level 2
Posted on :
18-02-2024
Employer Active
1 Vacancy
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Jobs by Experience
5years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
18-02-2024
Job Description
Established SaaS company needs a Level 3 Customer Service Representative to be the last line of escalation in Customer Service before the technical issue goes to the development team. Will train and support L1/L2 CSRs update knowledgebase and help system help lead client product implementations load data into new customer databases using SQL run product meetings and more. No supervisory responsibilities.
Requirements
Degree in Library Science or related major
35 years library with technical support in a multibranch library system
Experience conducting remote customer training
Heavy analytical skills with data/logs SQL queries reading log files but not a coding role
Must have Microsoft Office Teams and Jira
Technical writing and Jira administration
Solve difficult problems with creative solutions
Organized with effective time management
Benefits
EMPLOYEE BENEFITS
All health benefits have a beginning of next month waiting period if hire date is 3/15/19
employee is eligible for benefits 4/1/19
MEDICAL
Selection of plans through Blue Shield Kaiser (PPO HMO) for employees out of CA only Blue
Shield is available
Employer pays 90% of employee premium (of lowest priced plan)
Employer pays 80 % of dependents premium (of lowest priced plan)
DENTAL VISION VOLUNTARY TERM LIFE
Selection of plans for dental vision
Employee pays 100% of premiums (employee and dependents)
COMPANY GROUP TERM LIFE INSURANCE/LONG TERM DISABILITY
Employer pays 100% of premiums
Term Life is 2x annual salary (maximum amount $250k)
FSA (Flexible Spending Plan)
401k PLAN
The Company maintains a tax deferred 401(k) retirement plan. Eligible employees may enroll on the
first day of each month after date of hire
The company matches 100% of employee contribution per pay period (max $100/pay period $2400
annually)
VACATION SICK LEAVE HOLIDAYS
Vacation accrues as follows:
Up to 5 years employment: 80 hours/year
Over 5 years up to 15 years employment: 120 hours/year
Over 15 years of employment: 160 hours/year Sick leave accrues at maximum 6 days/year
Holidays: 8 days/year New Year s Day President s Day Memorial Day Independence Day Labor Day
Thanksgiving
Day Friday after Thanksgiving Christmas Day
BONUSES
All bonuses are discretionary and determined by CEO/President
Degree in Library Science or related major 3-5 years library with technical support in a multi-branch library system Experience conducting remote customer training Heavy analytical skills with data/logs, SQL queries, reading log files, but not a coding role Must have Microsoft Office, Teams, and Jira Technical writing and Jira administration Solve difficult problems with creative solutions Organized with effective time management
Employment Type
Full Time
Key Skills
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