Customer Support Representative II

Job Description
Responsibilities:

• Develop relationships with distributor accounts and manage accounts to ensure timely and accurate data. Instruct accounts on detailed program requirements and assist in finding ways to ensure compliance while providing excellent customer service.
• Accurately log incoming calls and archive faxes, emails, and other documentation relating to communications with customers using the Contact Management System
• Research, resolve, and provide follow-up for moderately complex problems with customer data submissions. Escalate more complex problems to a Senior Customer Support Representative or Lead
• Perform data file edits to correct errors within established guidelines
• May represent the Distributor Support Center on a specific project addressing inquiries and requests from internal groups. Respond to requests submitted by internal groups. Prepare standard reports using spreadsheets and database systems to fulfill requests and proactively validate systems.
• Attend ongoing training to achieve personal, professional, and technical improvement

Required Skills:

• Associate's degree in Business Administration, Communications or related field, or equivalent experience. A bachelor's degree in a related discipline may substitute for two years of experience.
• Minimum two years of related experience performing customer or technical support
• Attention to detail and ability to maintain detailed records of all inbound/outbound communications
• Customer service oriented with the ability to maintain relationships with distributors, manufacturer sales representatives and clients
• Proficiency with Windows operating system and proficient knowledge of MS Office applications
• Developed communication skills, both written and oral, including the ability to translate and present technical and analytical issues to be able to resolve issues in a prompt and helpful manner
• Organizational and time management skills
• Data analysis and problem solving skills
• Knowledge of distributor and retailer business practices, in particular, inventory, warehousing and distribution processes
• Understanding of information technology systems and processes
• Knowledge of database concepts and querying techniques
• Ability to multi-task
• Proficient ability to diagnose and solve problems in cooperation with other Customer Support Representatives
• Ability to remain calm in stressful situations
• Takes full ownership and accountability for their work
• Hybrid in-office and remote work with majority of time being remote. Candidates must currently live in the Pittsburgh, PA region or be willing to relocate due to occasional in-office work

About Us
Management Science Associates, Inc. (MSA) is a diversified, dynamic and growing information management company that for over sixty years has partnered with institutional and commercial customers to identify areas in which innovative analytics, data and technology deliver incremental growth and drive efficiency. We have a rich legacy of being first to market, consultative partners, and serial innovators at heart. We're proud to say that we even won an Emmy!
Our products and solutions are utilized across dozens of industries including Consumer Packaged Goods, Media, Healthcare, Pharmaceuticals, Metals and Advanced Manufacturing, Casino Gaming, Medical Cannabis, Internet Applications and Data Center/Co-location Services. Our client partners range in size with many being some of the largest, well-known corporations in the world.
MSA has distinguished itself as an employer of choice in the high technology software and information management industry. We actively recruit talented graduates and experienced professionals looking for a rewarding career at a company that recognizes employees as their best asset. MSA continuously seeks talent within our business practices: Business Analysis, Information Management Solutions, Media, Life Sciences, Metals & Advanced Manufacturing, Information Technology Systems and Services, and Corporate Information Systems.
MSA employs more than 500 people, working across the United States and world-wide. We have three offices in the Pittsburgh area along with offices in United Kingdom and Malaysia.
All full-time employees are eligible to participate in our comprehensive benefits package which includes Health, Dental & Vision Plans, 401(k) Savings Plan, Flexible Benefits Plan, Life & Accidental Death & Dismemberment Insurance, Disability Income Plan, Paid Time Off (PTO) including Vacation, Sick and Holiday, and more.
We hope you will consider joining our team and become part of our continued growth and success.