Client Support Representative I

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TMA Systems

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Software • Healthcare • Manufacturing

TMA Systems is a company specializing in comprehensive asset and maintenance management solutions. With over 30 years of experience, they offer innovative software products that streamline operations and improve efficiency for a variety of sectors, including healthcare, manufacturing, and hospitality. Their solutions enable organizations to optimize maintenance strategies, reduce costs, and enhance overall productivity through advanced integrations and real-time tracking.

51 - 200 employees

Founded 1988

💰 Private Equity Round on 2021-10

📋 Description

• Provide world-class client support via phone and email for various TMA Systems products. • Achieve expert knowledge in assigned products we offer in order to provide excellent support to our clients. • Delivers world-class Client Support via phone and email to drive client retention. • Answers incoming client requests in a fast-paced environment. • Identifies and resolves non-routine technical problems for specific product lines by following troubleshooting procedures to meet daily support requirements. • Professionally document issues for resolution. • Escalate complex issues to Tier 2 when needed, with clear context. • Develops and maintains advanced troubleshooting skills using industry standard or company trained methodologies. • Demonstrates a “client first” mentality and willingness to go above and beyond to exceed customer expectations. • Maintain ownership of each case, ensuring follow-up and resolution.

🎯 Requirements

• Bachelor’s degree or 2+ years of client service experience. • Working knowledge of the internet and web browsers such as Chrome, Safari, Microsoft Edge and Firefox. • Working knowledge of MS Office suite of products such as MS Excel, MS Word, and MS PowerPoint. • Working knowledge of Microsoft CRM, Microsoft 365, Apple iPad, Android tablet, iPhone. • Knowledge of Facil-IT is a plus. • Ability to perform with high energy and enthusiasm. • Ability to work independently while contributing to a highly collaborative remote team. • Ability to maintain the highest level of professionalism, confidence and integrity while directly dealing with internal and external customers. • Works well in a team environment and interacts well with all levels of the organization. • Proven ability to develop and maintain strong client relationships. • Ability to take initiative for self-development and exhibits patience in learning new processes. • Excellent written, oral and listening communication skills. • Ability to think analytically to identify issues as well as solutions to problems. • Ability to complete all assigned duties with limited supervision and understands when to properly escalate cross-departmentally or to management. • Ability to quickly learn, adapt to new information and understand company concepts in a timely manner. • Effectively communicate with members of your team and department to constantly drive issues toward resolution.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options