Customer Support Specialist - ERP / CRM

As a Customer Support Specialist - ERP / CRM at Aspire Software, your primary responsibilities will include responding to incoming support calls and emails, making outgoing support calls to address client issues, diagnosing and resolving concerns for first-call resolutions, logging and tracking client interactions meticulously, and staying informed about our software services to effectively communicate with clients.

To thrive as a Customer Support Specialist - ERP / CRM at Aspire Software, you should possess a complete understanding of GAAP accounting principles, including Accounts Receivable, Payable, General Ledger, and Reconciliations. Technical proficiency in ERP management software, CRM systems, and database management is also essential. Additionally, excellent English communication skills—both written and spoken—are crucial for this role.

While prior experience in customer support or familiarization with ERP/CRM systems can be beneficial, what we truly value at Aspire Software is your ability to learn quickly, your assertiveness in resolving client issues, and your overall attitude towards customer interaction and teamwork. If you have a passion for technology and customer service, you are encouraged to apply!

A typical day as a Customer Support Specialist - ERP / CRM at Aspire Software will involve handling incoming support inquiries, making proactive outreach to clients for issue resolution, researching client issues, logging all interactions and resolutions, and staying up-to-date with Aspire's software services. Expect to collaborate with team members and contribute to potential sales opportunities as well!

Success as a Customer Support Specialist - ERP / CRM at Aspire Software comes from having strong problem-solving skills, a thorough understanding of accounting principles, technical proficiency with ERP and CRM systems, solid listening abilities, and excellent communication skills. Your definitiveness and tact in resolving client issues will also contribute significantly to your success.

In your response, outline the specific ERP and CRM systems you have worked with, highlight your hands-on experience in supporting and troubleshooting these systems, and provide examples of how you effectively resolved client issues within those platforms.

Demonstrate your organizational skills by discussing how you assess the urgency of requests and manage your time effectively to address client needs while maintaining quality service. Provide examples of your prioritization strategies.

Talk about the importance of active listening, making sure to clarify client issues, and adapting your communication style based on the client's needs. Provide examples of successful client interactions where effective communication made a difference.

Share a specific example where you faced a tough client issue, outlining the steps you took to diagnose and resolve it, and how your approach led to a positive outcome, enhancing customer satisfaction.

Discuss your technical background and comfort level with ERP and CRM systems, including any relevant projects or experiences where you provided technical support, and emphasize your willingness to continue learning.

Explain how collaboration with colleagues can lead to better problem-solving and customer service. Provide examples of how you've worked effectively within a team to enhance service delivery.

Describe how you proactively seek professional development opportunities, such as online courses, webinars, industry news subscriptions, etc. This demonstrates your commitment to staying informed and providing the best customer support.

Talk about your approach to de-escalating situations, emphasizing empathy, active listening, and effective communication to turn a frustrating interaction into a positive experience.

Provide insights into the tools or systems you used for logging client interactions, emphasizing the importance of clear and concise documentation for tracking issues and service history.

Share your passion for helping others, enhancing client satisfaction, and being part of a team that values innovation and service excellence. Give examples of what drives you to go above and beyond.