Customer Support Specialist

MAJIQ (www.majiq.com) is a client-intimate software products company based in Redmond, WA, for 40+ years that builds and maintains enterprise-level order to invoice and manufacturing tools for the global pulp, paper, and nonwoven industries. MAJIQ is owned by Constellation Software Inc a buyer and holder of vertical market software companies throughout the globe. We offer the benefit of working for a medium-sized company and enjoying the support and opportunity of being part of a 50,000+ employee organization.

Job Description

As a Customer Support Specialist, you will play a pivotal role in ensuring our clients receive exceptional support and assistance with our software products. You will serve on a team responsible for frontline ticket support between our company and our valued customers, providing timely and effective solutions to their issues and technical challenges.

Essential Duties And Responsibilities

• Serve as the initial point of contact for customer inquiries via tickets opened on the MAJIQ Customer Portal
• Diagnose and troubleshoot technical issues in MAJIQ software solutions.
• Escalate complex or unresolved issues to the next level of support or other relevant teams while ensuring timely follow-up and resolution.
• Maintain accurate records of customer interactions, issues, and resolutions using our CRM system.
• Reproduce issues reported by customers in a test environment and be able to write up step-by-step reproduction scenarios.
• Contribute to the development and maintenance of comprehensive support documentation, including FAQs and knowledge base articles.
• Hybrid Redmond Office Work Environment post training period.
• Work in the MAJIQ Help Desk on a regularly scheduled basis.
• Learn MAJIQ software applications and about the pulp and paper industry.
• Follow company procedures as developed for both internal and external work processes.

Required Skills & Experience

• Experience in a customer support role, preferably associated with mission-critical business computer systems.
• Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts in a clear and concise manner.
• Ability to grasp complicated business processes and relate them to MAJIQ’s applications.
• Analytical approach to requirements gathering and problem-solving.
• Ability to learn MAJIQ software.
• Working knowledge of Microsoft® Word, Excel, PowerPoint, Outlook.

Desired Skills & Experience

• Direct work experience for a manufacturing company in one or more of the following: Customer Service, Supply Chain Management, Sales & Operational Planning, Logistics, Manufacturing, or Warehousing and Shipping.
• Knowledge of the pulp and paper industry.
• Willingness to travel to customer facilities to work directly with customers.
• Associate or bachelor’s degree.
• Experience maintaining systems used in a 24x7 manufacturing or logistics environment.
• Technical support experience.
• Basic SQL skills.

Essential Functions

For up to 8 hours per day you must be able to fully utilize standard computer equipment, required programs, phone, and office equipment. You must be able to lift and carry a laptop computer.

Compensation

Constellation offers a competitive base salary, bonus potential, and a comprehensive benefits package.

Business Unit:

Majiq

FLSA Designation (US Only):

Exempt

Salary Range (US Only):

The estimated base salary range for this role in the United States is $48,000.00 - $72,000.00 per year. For compliance with local legislation, and to provide greater transparency to applicants, we share salary ranges on all job postings regardless of the desired hiring location or whether the position is remote. The posted range is an estimate and reflects many factors which are subject to change. Final offer amounts may vary from the amounts listed above, based on geographic location, candidate experience and expertise, and other relevant factors.

Other Compensation (US Only):

This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.

Benefits (US Only):

Full-time employees will also be eligible for enrollment in a wide range of choices of benefits, including medical, dental, vision, basic life insurance, short/long term disability, and 401(k) participation (with company match).

Time off (US Only):

The Company provides a minimum of 10 days of vacation for new employees, sick time based on state requirements, 8 Company-paid holidays, and 2 personal holidays per year.

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.

Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at Perseus_HR@constellationhbs.com.

NOTE: If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.

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