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Customer Services Consultant – North America

Customer Services Consultant – North America

Job Title Customer Services Consultant
Department Customer Services > Client Support
Reporting to Customer Services Team Lead
Location Alpharetta
Position type Permanent
Date Advertised 12 November 2018
Start Date As soon as possible
Salary Market-related

IsoMetrix USA Inc. is a fast-growing, international software company playing a leading role in software solutions for Governance, Risk and Compliance. We are looking for a Business Analyst to join our Customer Success team.


We require an experienced Customer Support Consultant who is looking for new challenges in a high growth area who has a strong administration and support background, excellent telephone manner and a dedicated customer service approach to call resolution.


The Metrix DNA encompasses the following core values and behaviours:

  • Own It!
  • Do the right thing
  • Embrace Ideas
  • Win together
  • Think Beyond


Main purpose of Job:

To be dedicated to support and provide software support to live clients.


Primary responsibilities:

  • Call classification
  • Replication of issues
  • Customer fixes and liaison
  • Monitoring Support Dashboard and escalating issues as they arise
  • Process and system improvement in conjunction with Team Lead, Customer Services Manager and Account Managers


Minimum qualification and experience:

  • 5 years’ software support desk experience
  • An IT related qualification


Additional Requirements:

  • Must speak Spanish
  • Flexibility on hours (work until 18:30 pm but able to start later in the morning at 09:30 am)


Advantageous to have:

  • Exposure to SQL and / or QlikView and / or web based software would be an advantage


Personal attributes:

  • Must have strong communication, problem solving and time management skills.
  • Positive attitude, team player and hard worker.
  • Someone who is willing to learn, stay calm under pressure and has ability to multitask.


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