Customer Support Representative I

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    "ExternalDescriptionStr": "<p style=\"font-family: Calibri, sans-serif; font-size: 15px; line-height: 107%; margin: 0in 0in 8pt;\">&nbsp;</p><p style=\"font-family: Calibri, sans-serif; font-size: 15px; line-height: 107%; margin: 0in 0in 8pt;\"><strong>Responsibilities:</strong></p><ul type=\"disc\" style=\"list-style-type: disc; margin-bottom: 0in;\"><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Answer and evaluate incoming telephone calls, voice mail, email, faxes and internal requests from external and internal customers with distributor data related inquiries while providing excellent customer service.</li><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Accurately log incoming calls and archive faxes, emails, and other documentation relating to communications with customers using the Contact Management System.</li><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Research, resolve, and provide follow-up for basic and routine problems with customer data submissions. &nbsp;Escalate more complex problems to a Customer Support Representative II or Senior Customer Support Representative. &nbsp;Notifies Supervisor when an incident or situation may require escalation to a higher level.</li><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Perform data file edits to correct errors within established guidelines</li><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Respond to inquiries and resolve issues regarding brand and store matching misalignments</li><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Attend ongoing training to achieve personal, professional, and technical improvement</li></ul><p style=\"font-family: Calibri, sans-serif; font-size: 15px; line-height: 107%; margin: 0in 0in 8pt;\"><strong>&nbsp;</strong></p><p style=\"font-family: Calibri, sans-serif; font-size: 15px; line-height: 107%; margin: 0in 0in 8pt;\"><strong>Required Skills:</strong></p><ul type=\"disc\" style=\"list-style-type: disc; margin-bottom: 0in;\"><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Associate’s degree in Business Administration, Communications or related field, or equivalent experience. &nbsp;Languages are highly desired, in particular, French and Spanish</li><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Customer service oriented with ability to maintain good relationships with distributors and clients</li><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Attention to detail and ability to maintain detailed records of all inbound/outbound communications</li><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Novice ability to diagnose and solve problems in cooperation with other CSR and CSR II</li><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Ability to understand the basics of the data factory</li><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Ability to remain calm in stressful situations</li><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Takes full ownership and accountability for their work</li><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Knowledge of Windows operating system and basic knowledge of MS Office applications</li><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Good communication skills, both written and oral to be able to resolve issues in a prompt and helpful manner</li><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Organizational, problem solving, and time management skills</li><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Basic understanding of information technology systems and processes</li><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Ability to multi-task</li><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Must be able to work in a fast paced, noisy environment and cope with frequent interruptions</li><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\">Occasional overtime will be required</li><li style=\"color: black; font-family: Calibri, sans-serif; font-size: 15px; line-height: normal; margin-bottom: 8pt; margin-right: 0in; margin-top: 0in;\"><strong>Hybrid in-office and remote work. &nbsp;Candidates must currently live in the Pittsburgh, PA region due to in-office work</strong></li></ul>",
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    "CorporateDescriptionStr": "<p style=\"margin:0cm\"><span>Management Science Associates, Inc. (MSA) is a diversified, dynamic and growing information management company that for over sixty years has </span><span>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.&nbsp; We’re proud to say that we even won an Emmy! </span><span></span></p>\n<p style=\"margin:0cm\"><span>&nbsp;</span></p>\n<p style=\"margin:0cm\"><span>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. &nbsp;Our client partners range in size with many being some of the largest, well-known corporations in the world. </span><span></span></p>\n<p style=\"margin:0cm; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial\"><span class=\"A1\"><span>&nbsp;</span></span></p>\n<p style=\"margin:0cm\"><span class=\"A1\"><span>MSA has distinguished itself as an employer of choice in the high technology software and information management industry.&nbsp; 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 &amp; Advanced Manufacturing, Information Technology Systems and Services, and Corporate Information Systems. </span></span></p>\n<p style=\"margin:0cm\"><span>&nbsp;</span></p>\n<p style=\"margin:0cm\"><span>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.</span><span></span></p>\n<p class=\"MsoNormal\"><span>All full-time employees are eligible to participate in our comprehensive benefits package which includes Health, Dental &amp; Vision Plans, 401(k) Savings Plan, Flexible Benefits Plan, Life &amp; Accidental Death &amp; Dismemberment Insurance, Disability Income Plan, Paid Time Off (PTO) including Vacation, Sick and Holiday, and more.</span></p>\n<p class=\"MsoNormal\" style=\"text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial\"><span>We hope you will consider joining our team and become part of our continued growth and success.</span></p>",
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