TELECOMMUTE – Dallas, TX
“MATRIX is the type of company I didn’t think existed anymore. The values and culture are the reason that so many people have stayed here for so long. MATRIX Account Manager
What’s in it for you:
Fully remote opportunity – an opportunity for you to gain more value, flexibility, and work-life-balance in your career
Highly competitive benefit package including health, vision, dental, PTO, dependent flexible spending (FSA), health savings (HSA), 401k with pre and post-tax options
Training, training, and more training our virtual training program offers a library of 100+ courses with classes-based, as well as self-led content that will develop the necessary foundation for you to succeed and flourish in your role, as well as continue your learning throughout your time at MATRIX
Ongoing one-on-one support and mentorship in all aspects of your role and development
Fun, energetic, team-oriented work environment that makes you excited to go to work every day
We’re committed to bringing passion and customer focus to the business.
Provide Tier 1 support to internal and external customers using a variety of applications, including Workday, Bullhorn, OpenAir and Giant time tracking system. Will be responsible for fielding support requests and diligently following them to resolution along with consultant onboarding for assigned clients. Also responsible for data monitoring to keep systems in sync.
This position offers a tremendous opportunity to learn all aspects of how MATRIX works. You will work with every department in the company, which offers high visibility as well as the opportunity to meet new people and learn new things.
Essential Duties and Responsibilities
Handle calls, emails and portal requests for support of Workday, Bullhorn, OpenAir, Giant and various other systems as needed.
Ownership of consultant onboarding from beginning to end for assigned clients, providing an excellent experience for the consultant.
Assist with setup process for consultant onboarding within Workday.
Assist with maintaining customer onboarding requirements to ensure documentation is current.
Follow-up with internal MATRIX employees, vendors, consultants and clients on a variety of issues.
Take ownership of customers’ (internal and external) issues from initial call through resolution.
Engage the appropriate resources (Tier II, etc.) when additional assistance is needed to resolve issues, including escalating to the Support Leader, in a timely manner.
Ensure all issues are logged and actively maintained in iSupport ticketing system in accordance with our service level guidelines.
Provide excellent customer service, including active listening, setting client expectations, being proactive and empathetic, etc.
Team player attitude is a MUST!
Provide support during designated hours.
Must be available 8AM – 8PM; could have staggered shifts within that time.
Knowledge – Skills
Strong analytical and problem-solving skills and the ability to effectively communicate and collaborate with internal staff, consultants and clients.
Superior customer service skills, and a drive to ensure that all customers are satisfied and have received excellent customer service.
Highly tactful and diplomatic and able to cope with potentially stressful situations.
Effective time management skills.
Strong PC software skills including email, MS…
Customer Service , HR & Recruiting