NuView Systems, Inc. is a pre-IPO company that provides global Web-native HRIS (Human Resources Information Systems) solutions to companies of all sizes. Our comprehensive product suite is ranked "Best in Class" by industry experts and has earned the "Top 10 HR Products Award" by Human Resource Executive magazine. Amidst industry mergers and acquisitions, we are growing at a significant rate. Our growth is through innovation, superior technology and the delivery of both transactional and strategic tools to help organizations more efficiently and effectively manage People, Process & Strategy on a global basis. The following position is available:
In the Customer Support role, you will be the point of contact for our growing list of clients in resolving technical and application related inquiries regarding NuView's software product suite. In assessing and resolving end-user support issues, you will handle and track incoming customer support calls entrusting accurate and prompt customer service by understanding and maintaining advanced knowledge of all of company's software packages. Support team members work closely with NuView development and project resources to ensure quality resolutions to reported problems.
The Customer Support hours span 8:30am-8:30pm EST Monday through Friday. Customer Support team members are required to work one evening shift (until 8:30pm) per week . Other days work hours are determined by NuView management and may be flexible.
Key Responsibilities
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Resolve complex software and technical questions for the customer efficiently and effectively
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Gather the required information necessary in order to best handle customer software and technical inquiries
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Manage customer expectations regarding estimated response times for issue resolution
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Partner with internal Support team members on various strategic projects
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Extensively research and document customer issues
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Own customer issues from initial report to resolution, communicating with customers regularly regarding status
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Collaborate with other support team members and support management to identify high priority issues
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Escalate support cases and development issues to other departments when necessary
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Identify, manage and execute support projects as assigned by the Support Manager
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Be part of a rotating on-call (weekend) roster.
Requirements Skills and Experience:
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B.S. in Computer Science preferred but not mandatory
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Must have minimum of 2 years of technical support experience preferably in software applications
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Must demonstrate understanding of HR and/or Payroll business practices
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Must have excellent listening and research skills
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Must have excellent Customer Service Skills
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Must have superb verbal and written skills
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Must have strong documentation skills
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Must have the ability to empathize with customers and convey confidence
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Must demonstrate working knowledge of Microsoft Word, Access and Excel.
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Understanding of SQL database structures and query language highly desirable
Other Attributes
The Customer Support role supports the organization’s mission, vision and values by exhibiting the following behaviors:
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excellence and competence
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collaboration
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innovation
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respect
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accountability
If you are interested in applying for this position, please forward your Resume to:
Human Resources
200 Brickstone Square, Suite 303
Andover, MA 01810
E-mail to: HR@nuviewinc.com
Fax to: (978) 475-1771
NuView Systems, Inc. is an equal opportunity employer.
