Client Engagement Executive
SCA Technologies
 Pittsburgh, PA
SCA Technologies is the leading provider of Intelligent Cost Management solutions. We help focus clients’ enterprise processes on anticipating changes, making timely decisions and taking action. Our solutions predict the impact of changes in demand and operations on revenue, cost and profits. These solutions integrate demand, operations and finance on a single decision making platform. Our cloud-based, proprietary technology uses advanced principles in costing and optimization to provide optimal results.

Headquartered in Pittsburgh, SCA Technologies has with offices around the world including Chicago and Delhi, India. Sustaining successes has enabled our company to grow steadily.

Job Responsibilities:

This position is responsible for providing customer support, administering customer support cases, monitoring application data and supporting customer training.

Customer support, Issue Tracking and Resolution

  • Provide customer support to clients over phone, email and web case submissions

  • Enter case data into the system; update and close cases as appropriate

 Diagnose customer issues

  • collect pertinent data on the issue

  • Provide support for items where solution is known and close case

  • For new problems, perform triage and appropriately assign cases for resolution.  Verify and test resolutions prior to implementing them with the customer.

  • Proactively monitor all cases to ensure that resolution timelines are within the customer’s Service Level Agreement

  • follow up with assignees as necessary to close cases

  • Document all solutions thoroughly, accurately and in a timely manner.  Contribute to the knowledge base.

  • Prepare monthly reporting on customer support activity

  • Work with the customer support team to proactively evaluate and improve customer support

  • Obtain and log customer feedback for the purpose of process/software improvement

  • Participate in next release design to create awareness of customer problems

  • Guide customers on product features. 

  • Participate in customer implementations as necessary.

  • Review work log, customer feedback regularly with supervisor and other teams to identify and act upon areas of improvement.

 

Client Data Monitoring and Reporting

  • Monitor regular data upload from clients

  • Ensure timely data submissions

  • Observe data monitoring protocols

  • Prepare scheduled client reports

  • Assist with other client reporting as necessary

 

Technical Training

  • Assist in preparation for on-site and web-based training

  • Conduct training at client locations or via the web.

  • Ability to develop training materials on advanced topics preferred but not required.

 

Skills and Experience Necessary

  • Excellent written and oral communications skills

  • Background in application and software support

  • Highly detailed oriented with strong technical aptitude

  • Strong skills with MS Office (Excel, PowerPoint, Word, Outlook)

  • Ability to learn new software applications

  • Ability to multi-task and prioritize multiple assignments

  • Understanding of Supply Chain execution is a plus

  • Ability to run database queries

  • Bachelor’s degree

  • Previous experience in Technical Help Desk or Software Support a plus

 

Additional Skills

  • Experience in one or more of the following preferred:

  • Software Testing and QA

  • Technical Writing

  • Data Analysis