Customer Support Specialist

Immediate need for a talented Customer Support Specialist. This is a 07+months contract opportunity with long-term potential and is located in Tucson AZ (Hybrid). Please review the job description below and contact me ASAP if you are interested.
 
Job ID:25-55578
 
Pay Range: $15 - $17/hour.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
 
Key Responsibilities:

• Core Tasks:
• Investigating errors with customer orders (e.g., billing issues, tax exemptions, refund requests).
• Resolving issues within multiple systems.
• Making decisions regarding refunds based on guidelines.
• Order Investigation Examples:
• Errors in billing (e.g., address issues, payment errors, or mismatched business names).
• Identifying order flow errors (e.g., stuck in authorization or customer data stage).
• Using tools like Google to confirm customer details or business names when discrepancies arise.
• Handling Refunds:
• Processing refund requests (manual reimbursement/refund category).
• Ensuring customers meet refund requirements (e.g., checking usage of the purchased product).
• Tax Exemption Tasks:
• Reviewing tax exemption orders, often connecting customer orders to business names.
• Miscellaneous Responsibilities:
• Working in high-volume queues.
• Maintaining SLAs for resolution times (typically 4 hours, sometimes 1 hour for escalations).
• Occasionally contacting customers for missing details via phone/email (rare).

Key Requirements and Technology Experience:

• Key Skills:Order processing, Salesforce/Oracle, Refunds, Billing .
• Not complex, but ability to assess, analyze, and solve issues in records/orders.
• Strong attention to detail and ability to work quickly under time constraints.
• Investigative abilities to determine why orders are stuck.
• Ability to connect details between customer accounts and orders (e.g., using Google to verify businesses).
• Familiarity with multiple systems and ability to learn them quickly.
• Experience working in Oracle systems (Siebel and eBiz) is highly preferred.
• Knowledge of Salesforce, Google Sheets, and other tools used in order processing.
• Clear, concise, and timely communication.
• Comfort in escalating issues or asking for help during training and after.
• Decision-making capabilities (especially regarding refunds).
• Must fit into a collaborative, professional, inclusive, and friendly team culture.
• Openness to feedback and ability to adapt quickly.
• Most tasks have a 4-hour SLA; escalations may have 1-hour SLAs.
• Siebel, eBiz.
• Salesforce.
• Google Sheets.
• O Bill and other internal order management systems.
• Contract Duration: 7 months (potential extension up to 18 months based on performance).
• Start Date: ASAP (urgently needed, ideally before February).
• Ideal Experience: 2-5 years in a relevant role (e.g., data processing, order management, exception handling, retail or business analysis).
• NOT looking for candidates with a medical billing background.
• Step 1: Initial Zoom screening with the manager (15-20 minutes).
  Step 2: Main interview with two SMEs, followed by a meeting with Reneka.
  Option for on-site interviews if Required.

Our client is a leading IT Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.
 
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