Junior Customer Support Representative

Remote in the U.S. (preferred states - Eastern or Central Time Zone: AL, CT, DC, FL, GA, IA, IL, MA, MD, MI, NC, OH, PA, SC, TN, TX, VA, WV)

Headquartered in Northern Virginia, Millsapps, Ballinger and Associates (MBandA) is a Salesforce Independent Software Vendor (ISV) Partner with flagship products around Data Collection (ExAM4Enterprise) and Inspections, Audits and Compliance (ExAM4Inspections). MBandA offers enterprise-class applications on the Salesforce AppExchange and provides management consulting services helping innovative organizations change the way they do business by leveraging Salesforce and AppExchange products.

MBandA provides competitive compensation and benefits including base salary, annual incentive bonus, PTO, health/medical/dental, 401K, and more.

ABOUT THE ROLE:

Millsapps, Ballinger and Associates (MBandA) is seeking a motivated and customer-focused Junior Customer Support Representative to provide first-level support to our diverse client base. In this role, you will leverage Salesforce Service Cloud to manage and resolve customer inquiries, troubleshoot basic issues, and ensure the highest levels of customer satisfaction. You will be responsible for logging cases, categorizing customer issues, and escalating complex problems to senior teams, while maintaining communication and follow-up. With a proactive mindset, you'll identify trends in customer feedback, contribute to knowledge base improvements, and collaborate across departments to provide timely solutions.

YOU WANT TO:

• Work on a multi-year, high-profile client engagement support role
• Be customer-forward and support-driven
• Prioritize client usability and ensure a positive user experience
• Support end-user application knowledge and investigate or troubleshoot user issues
• Document steps and actions to resolve common issues
• Continuously grow and learn

YOU WILL:

• Provide first-level customer support via email and phone, addressing client inquiries and troubleshooting issues in a timely and professional manner
• Guide customers through troubleshooting steps, ensuring they understand how to utilize product features to their fullest potential
• Log and manage customer cases using Salesforce Service Cloud, ensuring proper case categorization, priority, and assignment for efficient resolution
• Identify recurring customer issues and provide feedback to management to improve service offerings and reduce support requests
• Follow standard operating processes and procedures as set by the Service level Agreement
• Assist in the creation and updating of customer knowledge base articles to improve self-service support options
• Participate in continuous learning opportunities, including training on Salesforce and other customer support tools to enhance service delivery

YOU HAVE:

• Strong communication, both written and verbal
• Must be able to document investigation and findings
• Salesforce use and end-user knowledge
• Critical thinking skills enabling you to apply deductive reasoning to end-user issues
• A desire to work as a team and support your team members
• A drive for empathetic customer support

YOU MUST HAVE THE ABILITY TO:

• Manage time and schedule independently and in accordance with policies and expectations
• Meet deadlines
• Maintain a quiet working space with the ability to be on camera as needed
• Use Google suite of tools (chat, Gmail, calendar, drive, etc.)
• Maintain a coachable attitude

YOU MIGHT HAVE:

• Salesforce case support experience

EEOC/OFCCP/VEVRAA STATEMENTS

MBandA is an equal opportunity employer, and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable law.

This company is a federal contractor subject to the Vietnam Era Veterans' Readjustment Assistance A t of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C