Location: Orchard Park,NY, USA
Client Service Representative
ACCIPITER RADAR is seeking a dynamic professional to join our Client Services team as a Client Service Representative in our Orchard Park, NY office. At Accipiter, we aim to provide a world-class customer support experience. Our clients rely on our systems to make critical decisions about their operations and our client services team ensures that our customers can rely on our products when it matters most. We are looking for a team-oriented, customer service driven individual who puts our clients' needs first. The ideal candidate will have excellent communication and interpersonal skills and be able to provide technical support, answer questions, and resolve customer issues with ease. In addition, the successful candidate will be very comfortable navigating and troubleshooting computer-based and network-based products and services.
Responsibilities• Manage inbound and outbound communication with customers• Identify and address customer needs and facilitate problem resolution• Build dynamic knowledge of the company's products and services• Engage with customers in an inviting, friendly, and professional manner to deliver exceptional experiences and build lasting relationships• Respond quickly, professionally, and accurately to customer inquiries• Maintain documentation of issues and resolution• Provide technical support to customers during normal business hours, along with after-hours on-call technical support as needed• Proactive health monitoring and checking of our distributed system infrastructure• Respond to failure or impending failure of systems (diagnosis and remediation)• Work with internal and 3rd party field support staff to coordinate and assist with installation, maintenance and repair activities of our distributed system infrastructure• Support Information Technology needs at our US office in coordination with our Canadian headquarters• Developing and delivering training on our products and services
Required skills and qualifications• BS Degree or college diploma equivalent in Information Technology, Business or related field• 1-3 years of relevant customer service and/or IT experience in a corporate environment• Strong communication skills, including active listening and clear articulation, and strong writing skills with attention to detail• Ability to solve problems, alleviate conflicts, and escalate tactfully• Quick learner with ability to multitask, manage time, and prioritize• Able to work well as part of a team and take ownership of individual tasks with a great deal of independence• Energetic, positive, enthusiastic attitude• Strong knowledge of computer and embedded hardware systems• Experience with networking and remote access technologies• Comfortable asking for help or clarity if/when needed and has high attention to detail• Proactively identifies and proposes solutions to problems• Proven ability to operate under pressure while managing multiple priorities simultaneously
Preferred skills and qualifications• Experience with Atlassian Suite of software products (Confluence, Jira, Bitbucket)• Experience developing training content• Experience working with large databases, conducting data analysis, or report writing an asset• US Citizen – ability to obtain government security clearances
Details of Position• Job Type: Full-Time Permanent• Start of Employment: As soon as available• Work location: On site at Accipiter's US Office – Orchard Park, New York• Anticipated Compensation Range is $25 to $30 per hour commensurate with experience, plus additional compensation for after hours on-call duties
Accipiter Radar is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, disability, religion, sex, sexual orientation, gender identity, national origin or any other class protected by applicable law.
Company DescriptionFor over 20 years, Accipiter Radar has been a leading provider of high performance radar surveillance solutions, built upon its patented Radar Intelligence NetworkTM (RIN) Platform Technology. From its US and Canadian headquarters and through its highly trained global partner network, Accipiter deploys its proven Surveillance-to-IntelligenceTM (S2I) systems to customers around the world enhancing their capability to meet today's and tomorrow's security and safety challenges.Company DescriptionFor over 20 years, Accipiter Radar has been a leading provider of high performance radar surveillance solutions, built upon its patented Radar Intelligence NetworkTM (RIN) Platform Technology. From its US and Canadian headquarters and through its highly trained global partner network, Accipiter deploys its proven Surveillance-to-IntelligenceTM (S2I) systems to customers around the world enhancing their capability to meet today's and tomorrow's security and safety challenges.