Customer Support Specialist

Job Summary:

As we have been rapidly bringing new products online and new clients to our company our support team has continued to grow. As such we are now accepting applications for a Customer Support Specialist. The ideal candidate will be enthusiastic, highly motivated, self-reliant and focused on delivering world-class service to our clients.

This position is located on-site at our Amherst, NH headquarters and will primarily be responsible for answering phones and supporting clients using our suite of digital solutions. Experience in customer service and support is highly desirable.

Duties and Responsibilities:

• Answer support phone calls to assist municipalities in successfully completing their transactions
• Monitor our online chat service and provide assistance to city/town residents directly
• Respond in a timely manner to assigned support tickets
• Assist in processing refunds and voiding transactions
• Promote a positive company image when interacting with our clients to maintain client longevity and satisfaction
• Be comfortable and capable of presenting product expertise in training, implementation and sales environments. This includes (but not limited to): trade shows, conventions, webinars, onsite individual and group training, public speaking engagements, phone calls, email, etc.
• Manage and update client data in our customer relationship management (CRM) software
• Communicate with the company sales team regarding potential sales opportunities for additional products or new clients
• Offer ideas and product improvement opportunities to development team based on client feedback and experience
• Document and log any software issues encountered
• Assist in documenting best support strategies and instructional materials
• Participate in regular support team meetings

Education and Experience:

• Associate's degree or equivalent work experience
• 1-2 years of customer service experience, computer software industry is a plus
• Experience with providing customer support via phone is preferred
• Proficient with Microsoft Office products including Excel, Outlook, Word, etc.
• Strong verbal and written communication skills
• Excellent organizational and interpersonal skills with attention to detail, focused on quality of work and client satisfaction
• Ability to take the initiative in prioritizing, coordinating, and multi-tasking with composure
• Ability to work independently and as a contributing member of a team

Knowledge, Skills and Abilities:

Work Environment:

The noise level in the work environment is usually moderate as the employee works in an office setting, at an individual work station, using telephone and computer

Physical Demands:

• Must be able to remain in a stationary position for most of the day
• Constantly operates a computer and other office productivity machinery, such as a printer/copy machine
• This position needs to occasionally move about inside the office
• The person in this position frequently communicates via telephone

Avenu Summary:

Avenu provides local governments with ways to achieve more predictable revenue that supports growth, fuels modernization and ensures compliance with mandated but underfunded programs. Avenu's revenue enhancement and administrative solutions find and recover license, permit and other taxes that cities and counties struggle to collect. The insights and improved fiscal posture enables governments to deliver expected services and sustain a high quality of life for residents.

Avenu is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.