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Position Title: eCommerce Sr. Product Support Analyst

Location: Washington, DC

Assignment Type: Contract to Hire

Pay Rate: $30.00 - $33.00 / Hourly

Work Schedule: Onsite, Monday - Thursday with Friday remote

Benefits: This position is eligible for medical, dental, vision, and 401(k).

Job Description

Provides administrative support related to the activities of the Global Industry Services (GIS) division supporting the sales of products & services to customers through Tier 1 / Tier 2 customer support.

Customer service will be a large part of this position on a day-to-day basis. This position will be working with retail and subscription customers who need support with purchasing products & services, to include assistance with general questions about the store and offerings, logging into the publications store, updating account information, payment, shipping, and basic product usage inquiries. This position will also be responsible for routing calls to subject matter experts (SMEs) as appropriate, using a ticketing system to log issues/resolutions, and keeping abreast of GIS offerings.

Duties/Responsibilities

·      Answers telephone calls or email requests skillfully and effectively. Provides customers with accurate information, identifies urgent/priority calls, and responds within one business day of receipt. 

·      Works with customers to address account log-in; password resets; and other Tier 1 line of business portal, website, and technical issues.

·      Walks customers through problem-solving processes where appropriate.

·      Identifies potential major incidents and problems and highlights them to management.

·      Forwards any necessary information to customers as required. 

·      Maintains detailed product meta data, catalogue information and product files in PDF, Excel, and other formats.

·      Initiates correspondence with customers to follow up and/or resolve customer issues.

·      Coordinates solutions to customer service issues, following them through to resolution.

·      Verifies clients’ orders and payments are correct and provides shipping status updates as requested  

·      Assists with meeting all program deadlines and objectives. 

·      Keeps abreast and current with program requirements and policies. 

·      Interfaces with contractors to resolve customer issues with products and delivery.

Key Relationships

·      Corresponds with the customers, eCommerce Administrator, IT, Finance, and GIS SMEs via various forms of communications daily. 

Qualifications

·      Requires 2-4 years of experience in a similar role.

·      Minimum of 3 years' work experience involving continuous customer service activity. 

·      Bachelor's degree in relevant area, or other related field equivalent work experience. Some positions may only require an Associates degree/technical diploma, or other related field equivalent work experience.

·      Proficient with Microsoft applications especially Word, Excel, and SharePoint with an aptitude to learn other computer programs quickly. 

·      Ability to effectively manage simultaneous assignments and prioritize with minimal supervision. 

·      Customer service aptitude.

·      Proven ability to develop a working knowledge and understanding of business policies, practices, and procedures.

·      Ability to follow instructions and adhere to program policies and procedures. 

·      Ability to persistently provide solutions and drive resolution of problems in accordance with internal requirements and timeframes.

·      Experience with RingCentral, CISCO or similar telecommunications systems preferred.

·      Previous helpdesk experience is strongly preferred.

·      Experience using ITSM and/or Microsoft Dynamics Customer Relationship Management (CRM) software is strongly preferred. 

Physical Requirements

·      Able to remain in a stationary position working on a computer.

·      Move about the office to access office machinery, meeting rooms, etc. on occasion.

·      Operate a computer and other office machinery such as printers and copy machines.

·      Transport items and equipment up to 10 lbs. on occasion

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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