Convergys Customer Support Associate in Research Triangle Park, North Carolina
Customer Support Associate
The Customer Support Associate I position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.
Essential Functions/Core Responsibilities
We are seeking candidates who have:
• BA/BS degree and 1 year equivalent experience.
• Strong analytical, problem solving and financial skills
• Ability to interact verbally and through written electronic communication with a top-notch sales force, partners and
• Advanced Excel knowledge
• Strong tool and process knowledge
• Strong attention to detail
• Ability to leverage business knowledge and data analyses to deliver recommendations on alternative options for
• Ability to recommend process improvement and standardization
• Ability to clearly articulate complex and abstract ideas
• Ability to lead and manage multiple projects, often revenue impacting, requiring collaboration among cross
functional resources often across wide geographic area
• Ability to anticipate, prioritize, and delegate work activities and leverage indirect resources to meet objectives
• Ability to represent client to the Account/Partner, build rapport and serve as their client "expert" to partner with them
on their Install Base tracking and management activities
• Strong ability to collaborate and bridge various support groups to ensure all tasks are completed
• Strong organizational skills
• Aptitude in systems and understanding of reporting analysis
o Process e-mail requests and correspond with customers verbally as well through electronic communications to gather
necessary information within the client required service levels and expected performance guidelines.
o Documenting processes and procedures
o Incubating new software models to ready them for transactional teams
o Research issues/problems and process quotes through various Convergys and Client systems.
o Operational and troubleshooting support to sales teams in charge of large volume sales orders
o Work in collaboration with cross functional teams to resolve partner and sales team quotes, deals, booking of orders,
configuration troubleshooting, and software conversion concerns
o Compose professional e-mail correspondence.
o Take ownership of investigating and resolve issues with a sense of urgency to ensure customer satisfaction and
prompt processing times.
o Consistently demonstrate excellent communication, computer, and case management skills.
Dimension & Scope: Interface with customers and client through case interactions for the purpose of providing a
specialized service. Principal Duties and Responsibilities: Greet customers and client in a courteous, friendly, and
professional manner using agreed upon written procedures. Meet customer requirements through first contact resolution.
Prepare complete and accurate work and update the customer’s case. Communicate effectively with individuals/
teams at the client or other teams to ensure high quality and timely expedition of customer requests. Effectively transfer
misdirected customer requests to an appropriate party. Contribute ideas on ways to resolve problems to better serve
the customer and/or improve productivity. Participate in activities designed to improve customer satisfaction and
business performance. Occasionally use decision-support tools to answer questions. Solve problems that are sometimes
unstructured and that may require reliance on conceptual thinking. Offer solutions to issues that are often non-standard/
non-routine and require some clarification. Maintain broad knowledge of client products and services.
Education & Professional Certifications: BA/BS Degree.
Willing to start on an entry level with a leading technology company and possess a desire to be a leader and advance.
Knowledge of basic computer operations. Work on a pre-planned rotating shift. Ability to research and learn about new
technical products. Courteous with strong customer service orientation. Dependable with proficient attention to detail.
Good listening and verbal communication skills. Must be flexible with the ability to adapt to changes quickly and think
conceptually. Possess insight into self and others. Solid problem solving skills. Basic IT knowledge. Environment, Physical
& Other Requirements: Ability to perform light hand activity work at a computer/telephone station in an office environment.
Position is primarily sedentary. May stretch or stand at workstation for short periods at employee's option, as long as such
activity does not detract from the employee's work, or interfere with other employees. The above statements are intended
to describe the general nature and level of work being performed by people assigned to this job. They are not intended to
be an exhaustive list of all responsibilities, duties and skills required of personnel so classified
Career Framework Role
Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
USA, Research Triangle Park, NC
Who We Are
At Convergys, our mission is to set the standard in our industry through unparalleled care for our clients, customers & people.
For our clients, this means our 125,000 team members wake up every day united by a common goal: helping our clients maintain exceptional relationships with their customers.
For our people, this means a commitment to each other to accomplish great things, build careers, and have some fun along the way!
Build Your Career With Convergys
When you become part of our team, you join 125,000 talented people around the world who represent some of today’s leading brands. At Convergys, one of our values is to "Grow As a Team." It's in our DNA to prioritize teamwork and develop our people. By working together, we achieve great things for clients and create opportunities to build rewarding careers. You can be part of that when you join our team. And it's all at your fingertips!
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Establish your career with a company that has locations across the world. You can grow personally and professionally - and make a difference for customers and for the communities where we live and work.