Customer Service Research Specialist - Full-time / Part-time

THIS IS A 8 MONTH CONTRACT CUSTOMER SERVICE RESEARCH SPECIALIST OPPORTUNITY LOCATED IN PLEASANTON, CA 94566 ALL QUALIFIED APPLICANTS WILL IMMEDIATELY BE CONSIDERED, HOWEVER RESUMES MUST BE SUBMITTED IN WORD FORMAT FOR FURTHER CONSIDERATION... Analyze, research, and resolve complex issues that have been logged into the case management system. 2+ years of experience required. Solid analytical and issue management skills Job Description: The Client Services team strives for excellence in product support. In this role of Client Services Analyst, you will be responsible for ensuring that our customers; experience is a positive one. Your mission will be to manage the resolution of customer cases with exemplary service, prompt communication and courteous behavior. In order to provide exemplary service the position requires the ability to troubleshoot technical issues in accordance with the Service Level Agreement, work effectively with cross functional organizations, and demonstrate solid customer communication. Job Responsibilities: * Function as the primary product support contact as assigned. Ensure that each and every customer is handled with a professional attitude and the highest possible level of service. *Manage product support cases including but not limited to: oClearly document the customer problem and steps to reproduce in Salesforce oResearch, troubleshoot / debug cases to determine the root cause oWork with cross-functional OTP teams as necessary to resolve the cases oVerify resolutions oKeep the customer informed of status oEnsure cases are resolved in accordance with the Service Level Agreement oEscalate as necessary to senior analysts and/or management. oMaintain accurate information and current status of cases in Salesforce daily oDemonstrate strong follow-through and consistently keep commitments to customers Job Description: The Client Services team strives for excellence in product support. In this role of Client Services Analyst, you will be responsible for ensuring that our customers; experience is a positive one. Your mission will be to manage the resolution of customer cases with exemplary service, prompt communication and courteous behavior. In order to provide exemplary service the position requires the ability to troubleshoot technical issues in accordance with the Service Level Agreement, work effectively with cross functional organizations, and demonstrate solid customer communication. Minimum Qualifications: BS/BA degree or equivalent in Computer Information Systems, Accounting/Finance, Math or any related field. Strong customer relationship management skills Excellent written and verbal communication skills Thorough knowledge of product support tools and technologies, including online help, web content management and ticket tracking applications Proven ability to meet customer service SLAs Preferred: Thorough knowledge of Accounts Payable, Accounts Receivable, Purchasing, ACH (electronic payments) business transaction and banking operation processes strongly preferred EDI knowledge is a plus Minimum of 2-5 years experience using SQL Experience with Java-based and/or XML applications and web servers (e.g. Weblogic) Familiarity with CRM application Minimum of 3 years experience in supporting external users of a hosted web-based application Minimum of 1 year experience with financial services or supporting a corporate enterprise financial application software solution