Account Specialist

Account Specialist

Requirements

• Able to work patiently with end-users of both a technical and non-technical background.
• Strong communications skills, both verbal and written.
• Must communicate effectively and establish customer rapport quickly while complying with established support processes and procedures.
• Must employ clear, concise and grammatically correct verbal and written communication skills, as well apply professional customer service skills during all interactions with customers.
• Must demonstrate professional phone etiquette.
• Respond to customer concerns, complaints, or inquiries in a timely, professional, and responsive manner.
• Must be able to handle spirited customer conversations and diffuse conflict using appropriate communication skills and conflict resolution techniques.
• Strong understanding of Project Management methodologies with the ability to manage projects within a structured manner.
• Strong team player and solution oriented.
• Quick learner, self-starter, with the ability to support multiple POS applications.
• Must be able to communicate and collaborate effectively with all organizational levels.
• Maintain metrics (versions, builds, software, etc.).
• Ability to negotiate alternatives, know when to escalate a problem, or when to ask for assistance in dealing with the various problems reported.
• Must have a valid driver’s license
• Must live near a major airport (within 50-75 miles)
• Ability to travel – in air and on ground.

Responsibilities

• Establishes and maintains good working relationships with school district food service personnel, school district IT representatives and technical consultants, internal first level personnel, peers, internal software developers, internal quality assurance personnel, and internal sales personnel.
• Builds and maintains strong working relationships with customers while monitoring and managing customer technical issues & support escalations effectively to ensure timely resolution of customer issues.
• Responds to challenges in a creative, objective, and practical manner and meet each situation as an opportunity for success.
• Work as part of a team with the ability to collaborate effectively with colleagues.
• Keys to success include being proactive, taking initiative and utilization of slow business periods to train on software functions to assist customer support.
• Provides weekly, monthly, quarterly and yearly reports for each assigned district.
• Supports and effectively communicates published standards for wiring and hardware requirements, installation methodologies, and network requirements, both internally and externally.
• Periodic Installation and Training of software/hardware for clients either on-site, or via remote connection.
• Follows internal escalation path, involving other departments when needed, documenting each call for ease of escalation.
• Logs & escalates design, reliability, and maintenance problems to the Development, Product & Q/A team leads.
• Performs pre sales functions & generates leads for sales representatives. Provides sales teams with leads for potential customer upgrades by answering technical or design inquiries.
• Facilitates and administers training, as necessary, at various company sponsored training seminars; develops associated training curriculum and materials.
• Performs and conducts periodic meetings and on-site visits to resolve issues. Thoroughly documents interactions to assist with senior level management district evaluations.
• Maintains hyper focus on customer satisfaction and notifies upper-level management of any challenges that could jeopardize the relationship with the customer.
• Maintains contact list for appropriate personnel in each assigned district.

Preferred Qualifications

• Ability to develop proficiency in the use of USDA regulated school food service software.
• MCSE & SQL Server Certification highly desired.
• Knowledge of SalesForce.com a plus.