Customer Support Representative I

Responsibilities:

• 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.
• Accurately log incoming calls and archive faxes, emails, and other documentation relating to communications with customers using the Contact Management System.
• Research, resolve, and provide follow-up for basic and routine problems with customer data submissions.  Escalate more complex problems to a Customer Support Representative II or Senior Customer Support Representative.  Notifies Supervisor when an incident or situation may require escalation to a higher level.
• Perform data file edits to correct errors within established guidelines
• Respond to inquiries and resolve issues regarding brand and store matching misalignments
• Attend ongoing training to achieve personal, professional, and technical improvement

Required Skills:

• Associate’s degree in Business Administration, Communications or related field, or equivalent experience.  Languages are highly desired, in particular, French and Spanish
• Customer service oriented with ability to maintain good relationships with distributors and clients
• Attention to detail and ability to maintain detailed records of all inbound/outbound communications
• Novice ability to diagnose and solve problems in cooperation with other CSR and CSR II
• Ability to understand the basics of the data factory
• Ability to remain calm in stressful situations
• Takes full ownership and accountability for their work
• Knowledge of Windows operating system and basic knowledge of MS Office applications
• Good communication skills, both written and oral to be able to resolve issues in a prompt and helpful manner
• Organizational, problem solving, and time management skills
• Basic understanding of information technology systems and processes
• Ability to multi-task
• Must be able to work in a fast paced, noisy environment and cope with frequent interruptions
• Occasional overtime will be required
• Hybrid in-office and remote work.  Candidates must currently live in the Pittsburgh, PA region due to in-office work

Management Science Associates, Inc. (MSA) is a diversified, dynamic and growing information management company that for over sixty years has 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.  We’re proud to say that we even won an Emmy!

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.  Our client partners range in size with many being some of the largest, well-known corporations in the world.

MSA has distinguished itself as an employer of choice in the high technology software and information management industry.  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 & Advanced Manufacturing, Information Technology Systems and Services, and Corporate Information Systems.

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.

All full-time employees are eligible to participate in our comprehensive benefits package which includes Health, Dental & Vision Plans, 401(k) Savings Plan, Flexible Benefits Plan, Life & Accidental Death & Dismemberment Insurance, Disability Income Plan, Paid Time Off (PTO) including Vacation, Sick and Holiday, and more.

We hope you will consider joining our team and become part of our continued growth and success.