Hyphen Solutions

Customer Support

• Troubleshoot BRIX ERP and BRIX/BuildPro integration functionality
• Answer customer questions via telephone and email
• Deliver online training to customers via phone/internet
• Coordinate outstanding BRIX issues with Development, Sales, Implementation, and Accounting
• Assist first level representatives, clients, and Hyphen personnel investigating and resolving issues
• Proactively identify, monitor, and follow up with users having difficulty with applications
• Document issues and resolutions and record all activity and communications regarding issues
• Follow up with clients to keep them informed of issue status
• Adhere to internal policies and recommend improvements
• Manage time to handle multiple open calls, callbacks, and follow-ups
• Work closely with Application Support, Implementation, Training, Sales and Accounting to ensure processing, activation, and invoicing of SupplyPro customers
• Drive Hyphen Solutions’ value propositions, product benefits, goals and objectives into prospective customers
• Write SQL statements to research and correct data issues
• Participate in on-call rotation and other duties as assigned

Customer Support Representative, ERP