**Responsibilities**
* Manage the full lifecycle of each support case
* Assess technical situations and establish priorities/severities
* Recommends solutions to general problems, questions and inquires encountered by users in according with established best practices
* Help troubleshoot problems and provide actionable tips to resolve the issue
* Communicate with all stakeholders: customer, 3rd party platform(s) and internally at Shaker
* Refer difficult cases to appropriate parties
* Schedule and designate project tasks to team members
* Deliver timely solutions to the customer while maintaining a high level of customer satisfaction
* Documents activities, events and material used in maintenance logs or on service reports
**Requirements**
* Minimum of an Associates Degree along with the completion of some computer training programs
* 1+ year of customer support experience
* 1+ year of relevant experience in a customer focused position involving technical knowledge of a companies products and services
* Proficiency with Microsoft Office and Windows products
* Experience working with HR Information Systems like PhenomPeople and WorkDay a strong plus
* Familiarity with basic web technologies such as web/database servers and hosting platforms
* Strong time management and ability to establish reasonable and attainable deadlines for resolution
* Excellent customer service skills to solve problems quickly, efficiently and in a manner that leaves the customer happy with the end result
* Strong verbal communication and ability to describe a solution in a way that a non-technical person can understand.
* Excellent writing skills are also important in this role, which may require the preparation of instructions via writing for customers and employees, as well as for online chat boxes
* Ability to work in a fast paced, collaborative team environment
* Self-motivated, driven and results oriented
* Must have patience and the ability to deal with difficult, complex and escalated customer situations
* Empathy, positivity, self-control and patience
* Comfortable working in and assisting others within a variety of systems and software platforms
* Able to actively listen to end users to understand the problem they are describing and know what questions to ask to identify the problem
