Equity Compensation Customer Specialist (Remote)

Certent, Inc - Roseville, CA3.5

Full-time
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Welcome! We’re glad you’re interested in becoming a part of the Certent team as our Equity Compensation Customer Specialist.

If this describes you, you may be the perfect fit…

You enjoy financial reporting, enjoy problem solving and digging deep to find the root cause of customer issues. You are a technical individual and comfortable moving through systems, while interacting with customers with integrity and professionalism.

What You’ll Do:
Handle inbound customer inquiries and issues for Certent’s software via phone, chat, CRM (NetSuite), and email
Develop and maintain knowledge of Certent products and services
Adhere to incident tracking/classifying and response time processes
Maximize customer satisfaction through timely and technically accurate resolutions to each customer inquiry
Manage customer issues through effective troubleshooting and escalation as necessary in order to meet or exceed customer expectations
Work and collaborate with peers in an effort to devise solutions and resolve cases
Consult with customers to ensure that solutions are acceptable to them and resolve the reported problems
Must meet or exceed individual performance goals focused on providing superior customer support
Participate in department/company meetings
As necessary, perform other duties as required

What You’ll Need:
Ability to communicate clearly in both oral and written forms
Maintain professionalism at all times with customers and peers
Strong work ethic and time management expertise
Excellent written and verbal communication with attention to detail
Ability to manage customer issues to meet or exceed customer and company response times
Familiarity with web based applications, and strong technical proficiency including: SQL, FTP, Lync
Strong internal communication and teamwork skills
Strong desire to learn and produce innovative solutions
Demonstrated ability to understand and follow both written and oral instructions
Communicate effectively with the more difficult/demanding customer
Ability to work under pressure and manage multiple tasks and priorities
Ability to work independently with minimum supervision
Ability to successfully troubleshoot complex product issues
Must be able to maintain the confidentiality of customer and company information
Proficient with MS Office applications
Education / Experience
BA/BS Degree or equivalent technical experience required
3-5 years of professional technical customer service support
Computer support help desk or technical call center experience
Experience with Web based Software, and/or SaaS Company preferred

Additional desired knowledge:
Certent Equity Management software
NetSuite CRM
Relational database architecture and concepts (SQL Server)
Equity Management terminology and concepts
Finance and Accounting principals, specifically, ASC 718 and Accounting for Equity Compensation