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Solutions Consultant

Company: Computer Aid
Location: Newark
Posted on: June 8, 2021

Job Description:

Job purpose

We are looking for a customer service-oriented Solution Consultant to work as a member of our Professional Services team within CAI's Service Desk. Through the use of industry knowledge and data analytics, CAI Professional Services offers unmatched value to customers by seeking to increase operational efficiencies and enhance service quality. In this role, the candidate will use prior education and experience to assist fellow team members in capturing and analyzing key performance data, followed with meaningful recommendations to help our customers meet their operational objectives.

Duties and Responsibilities

Job responsibilities include but are not limited to:

REDUCE COSTS

  • Calculate and track actual client cost per transactions
  • Analyze processes and factors contributing to those costs
  • Build models to offer alternatives to reduce costs including reducing contact volume and increasing self-service and/or Level 1 resolution
  • Enhance internal processes to increase team effectiveness

QUALITY

  • Review client metrics to compare against industry standards
  • Develop and offer suggestions to increase client quality of service
  • Execute project-based support and consulting activities

CUSTOMER SATISFACTION

  • Develop and implement meaningful Customer Satisfaction measurement systems
  • Analyze the results of these programs and compare against objectives
  • Develop and offer suggestions to improve Customer Satisfaction

Qualifications

Experience/Education - Required

  • 6 months - 1+ years' experience working in a Service Desk or Contact Center
  • 6 months - 1+ years of project management/lead experience
  • Computer Science (or similar) degree, or equivalent experience in a related field
  • Hands-on experience with Microsoft Office Product Suite, specifically Outlook and Excel

Technical Skills - Preferred

  • Experience with ticketing tools such as HEAT, ServiceDesk Plus, or similar
  • Experience with ServiceNow
  • Familiarity with analytics tools i.e., R, Python, SAS, Tableau, PowerBI, etc.
  • Experience with technical writing

Other Requirements

  • Ability to multi-task within a fast-paced environment
  • Excellent customer service skills
  • Strong attention to detail and documentation skills
  • Strong communication (both written and oral) and presentation skills
  • Excellent work ethic
  • Mathematical and problem-solving skills

Competency Statement(s)

  • Solution driven
  • Detail oriented

Physical Environment & Requirements

Physical Demands

  • Spends the majority of the day in a stationary position
  • Occasionally needs to move about inside the office to access printers, file cabinets, and other office equipment

Work Environment

  • Controlled climate office environment which would include own desk/cubicle space.

Physical Requirements

  • Operating a computer and communicating over the phone

Amy Ebersole

Technical Recruiter

Computer Aid, Inc. (CAI

717-651-3140

Amy.Ebersole@cai.io

Keywords: Computer Aid, Newark , Solutions Consultant, Other , Newark, Delaware

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