Transforming Customer Experience at Unison
At Unison, we're dedicated to delivering innovative IT solutions that empower our customers to achieve their goals. As a Customer Care Representative, you'll be at the forefront of our customer support efforts, working closely with clients using our PRISM and FedConnect software applications. If you're passionate about providing exceptional customer service, have a talent for problem-solving, and enjoy working in a fast-paced IT environment, we invite you to join our team.
About the Role
As a Customer Care Representative, you'll be the primary point of contact for our customers, addressing their queries, issues, and concerns in a timely and effective manner. Your expertise will not only resolve customer problems but also empower them to become self-sufficient users of our software applications. You'll work collaboratively with our development staff to identify and resolve issues, creating a seamless customer experience.
Key Responsibilities
- Analyze, validate, and respond to client queries, issues, or requests via email, ticket system, phone, and virtual meetings, ensuring timely and accurate resolutions.
- Escalate complex issues to higher levels of support as needed, setting customer expectations for follow-up and resolution.
- Collaborate with multiple teams to identify the root cause of customer-reported issues and drive resolutions.
- Support customers using multiple platforms, adapting to their unique needs and preferences.
- Develop and document support articles to enhance our self-service collateral, enabling customers to resolve issues independently.
- Embody the values of Unison, treating customers with patience, empathy, and professionalism, while promoting a positive and supportive experience.
- Become a subject matter expert on Unison's suite of products, staying up-to-date on the latest features and developments.
Essential Qualifications
To succeed in this role, you'll need:
- Strong customer service skills, demonstrated in an IT solutions environment, with a focus on delivering exceptional customer experiences.
- Excellent analytical skills, with a talent for problem-solving and attention to detail, to effectively diagnose and resolve customer issues.
- A basic understanding of SQL databases, with the ability to learn and adapt to new technologies.
- The ability to handle defined periods of stress with professional poise, maintaining a calm and composed demeanor under pressure.
- Clear and effective communication skills, both orally and in writing, to interact with teammates, management, developers, and clients.
- A proven ability to drive challenging technical problems to resolution, keeping clients and staff informed of progress along the way.
- The ability to work independently and as part of a team, with excellent organization and time management skills, to prioritize tasks and manage multiple clients and open issues.
- A motivated and self-starting attitude, with a bias for action, to proactively address customer needs and resolve issues.
- Functional proficiency in Microsoft Office suite, with the ability to learn and adapt to new software applications.
- Citizenship or Permanent Resident status is required, with some positions potentially requiring a security investigation and eligibility for access to classified information.
Preferred Qualifications
While not required, the following qualifications are highly desirable:
- 3+ years of experience providing functional support for software applications, with a deep understanding of customer needs and preferences.
- Experience in government functions, such as federal acquisition, contract lifecycle management, and/or financial management, which can enhance your understanding of our customers' needs.
- A Bachelor of Arts or Bachelor of Science Degree, which demonstrates your commitment to education and personal development.
Skills and Competencies
To excel in this role, you'll need:
- Strong technical skills, with the ability to learn and adapt to new software applications and technologies.
- Excellent communication and interpersonal skills, with the ability to interact positively with internal and external contacts.
- A customer-centric approach, with a focus on delivering exceptional customer experiences and empowering customers to resolve issues independently.
- A proactive and flexible attitude, with the ability to adapt to changing priorities and customer needs.
- A strong problem-solving mindset, with the ability to analyze complex issues and drive resolutions.
Career Growth Opportunities and Learning Benefits
At Unison, we're committed to helping our employees grow and develop their skills. As a Customer Care Representative, you'll have access to:
- Ongoing training and development opportunities, to enhance your technical skills and knowledge of our software applications.
- Career advancement opportunities, as you gain experience and build your expertise in customer support and IT solutions.
- A collaborative and supportive work environment, where you can share knowledge and best practices with colleagues.
Work Environment and Company Culture
At Unison, we pride ourselves on our positive and supportive work environment. As a Customer Care Representative, you'll be part of a dynamic team that values:
- Collaboration and teamwork, with a focus on working together to achieve common goals.
- Innovation and creativity, with a willingness to try new approaches and explore new ideas.
- Customer-centricity, with a focus on delivering exceptional customer experiences and building strong relationships.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including a range of benefits and perks that reflect our commitment to our employees' well-being and success. While specific details may vary, our benefits typically include:
- A comprehensive salary and benefits package, with opportunities for growth and development.
- A dynamic and supportive work environment, with a focus on work-life balance and employee well-being.
- Opportunities for professional growth and development, with access to training and career advancement opportunities.
Join Our Team
If you're passionate about delivering exceptional customer service, have a talent for problem-solving, and enjoy working in a fast-paced IT environment, we invite you to join our team as a Customer Care Representative. Apply now to become part of our dynamic team and help us transform the customer experience at Unison.
Apply Now
Apply Now