How many people can answer the question, "What do you do for a living?" with the answer, "I help find cures for cancer." At LLS, employees take our mission seriously. Whether you work in one of our chapters, are an accountant at the national office or a specialist in our Information Resource Center, you work each day on making our mission a reality: Cure leukemia, lymphoma, Hodgkin's disease and myeloma, and improve the quality of life of patients and their families.
Join us and give new meaning to the word, "job."
The Customer Support Representative position is responsible for providing customer support on external Information Technology systems in support of the Salesforce and 360 platforms, and other associated systems. This will involve handling customer support issues, providing problem analysis, and utilizing best practices and methodologies established by the Information Technology department.
This position will provide responsive and a consistently high level of quality service and support that is accurate, appropriate and consistent within the customer service team. To do so, a knowledgebase of frequency asked questions is to be maintained and utilized in order to assist in the efficient resolution of issues.
This position is tasked with tracking requests in a centralized ticketing system and reporting support trends to other members of the customer support and development teams in order to suggest improvements in software design and implementation, thereby increasing the usability and overall satisfaction of system tools being developed. This involves reporting any known issues and communicating with the customer-base on proper use of the systems.
This position is also tasked with the accurate and complete entry of incoming inquires from prospective campaign participants in to a centralized lead tracking system, providing general campaign information and transferring calls to the appropriate campaign staff.
Reports to: Manager, Customer Support, IT Systems Development
Education & Experience Requirements:
Physical Demands & Work Environment: