Experienced Customer Care Representative for Unison's PRISM and FedConnect Solutions - Technical Support & Client Success

Join Unison's Customer-Centric Team: Elevate Client Experience and Drive Technical Excellence

At Unison, we're passionate about delivering innovative solutions that transform the way our clients operate. Our PRISM and FedConnect platforms are at the forefront of this mission, serving as critical tools for government agencies and organizations. As a Customer Care Representative, you will be the linchpin in ensuring our clients receive exceptional support, fostering long-term relationships, and driving the success of our products. If you're a motivated, technically inclined professional with a passion for customer service, we invite you to join our dynamic team.

About Unison and Our Solutions

Unison is a leading provider of cutting-edge software solutions designed to streamline government operations. Our PRISM and FedConnect platforms are designed to simplify complex processes, enhance transparency, and improve efficiency. As a Customer Care Representative, you will be working closely with our clients to understand their needs, address their concerns, and provide timely resolutions. Your role will be pivotal in ensuring the continued success and adoption of our solutions.

Key Responsibilities

• Client Support & Issue Resolution: Analyze, validate, and respond to client queries, issues, or requests via email, ticket system, phone, and virtual meetings, ensuring timely and accurate resolutions.
• Escalation & Follow-up: Escalate issues to higher levels of support as needed, setting customer expectations for follow-up and resolution, and ensuring seamless communication.
• Collaboration & Problem-Solving: Work collaboratively across multiple teams to identify and resolve customer-reported issues, leveraging technical expertise and problem-solving skills.
• Multi-Platform Support: Pivot between supporting customers utilizing multiple platforms, demonstrating adaptability and a customer-centric approach.
• Knowledge Base Development: Document support articles to further self-service collateral for customers, enhancing their ability to resolve issues independently.
• Customer Advocacy: Be the face of Unison to our customers, treating them with patience, empathy, and empowering them to resolve problems themselves.
• Product Specialization: Become a specialist for Unison's suite of products, staying up-to-date on product developments, and providing expert guidance to clients.

Essential Qualifications & Skills

To excel in this role, you will need:

• Customer Service Acumen: Strong customer service skills, demonstrated in an IT solutions environment, with a focus on delivering exceptional client experiences.
• Analytical & Problem-Solving Skills: Strong analytical skills with a talent for problem-solving, attention to detail, and the ability to drive challenging technical problems to resolution.
• Technical Foundation: Basic understanding of SQL databases and functional proficiency in Microsoft Office suite.
• Communication & Collaboration: Ability to communicate clearly both orally and in writing with teammates, management, developers, and clients, and work effectively in a team environment.
• Organization & Time Management: Excellent organization and time management skills, with the ability to handle multiple clients and open issues.
• Adaptability & Stress Management: Proven ability to handle defined periods of stress with professional poise, and adapt to changing priorities and situations.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Technical Support Experience: 3+ years providing functional support for software applications, with a strong understanding of technical concepts and troubleshooting methodologies.
• Government Functions: Experience in government functions such as federal acquisition, contract lifecycle management, and/or financial management, providing a deeper understanding of our clients' needs.
• Bachelor's Degree: Bachelor of Arts or Bachelor of Science Degree, demonstrating a strong educational foundation and potential for growth.

Career Growth & Learning Opportunities

At Unison, we're committed to the growth and development of our team members. As a Customer Care Representative, you will have opportunities to:

• Develop Technical Expertise: Enhance your technical skills and knowledge of our products, staying at the forefront of industry developments.
• Advance Your Career: Progress to senior roles or specialized positions, leveraging your experience and skills to drive career advancement.
• Expand Your Network: Build strong relationships with colleagues, clients, and industry professionals, expanding your network and opportunities.

Work Environment & Company Culture

At Unison, we pride ourselves on a culture that values:

• Collaboration: Teamwork and collaboration are at the heart of our organization, fostering a supportive and inclusive environment.
• Innovation: We're committed to innovation, encouraging creativity and experimentation to drive growth and improvement.
• Client-Centricity: Our clients are our top priority, and we're dedicated to delivering exceptional service and support.

Compensation, Perks, & Benefits

We offer a competitive compensation package, including benefits and perks that reflect our commitment to the well-being and satisfaction of our team members. While specific details may vary, our overall package is designed to reward and retain top talent.

Join Our Team: Apply Now!

If you're a motivated, customer-focused professional with a passion for technical support, we invite you to join our team. As a Customer Care Representative, you will play a critical role in driving the success of our clients and our products. Apply now to take the first step in a rewarding career with Unison.

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