Customer Service Specialist

Summary

MathWorks has a hybrid work model that enables staff members to split their time between office and home. The hybrid model provides the advantage of having both in-person time with colleagues and flexible at-home life optimizations. Learn More: https://www.mathworks.com/company/jobs/resources/applying-and-interviewing.html#onboarding.

In this position, the individual is expected to understand and perform all aspects of Customer Service related to handling day-to-day inquiries from MathWorks customers via phone, email, and web.

The Customer Service Representative must possess basic computer skills and demonstrate the aptitude to learn the software tools required to perform daily tasks. Responsibilities include handling basic account-related inquiries, providing company information, processing product transfers, managing license administrators, assisting with software activation, and responding to questions related to software licensing. In addition, the role includes supporting standard installation inquiries and troubleshooting.The individual will also collaborate with internal teams to help resolve customer issues.

Strong teamwork skills are essential, including the ability to work collaboratively with others, identify and implement improvement opportunities, and actively participate in team meetings.

MathWorks nurtures growth, appreciates inclusivity, encourages initiative, values teamwork, shares success, and rewards excellence.

Responsibilities

Customer Service - The majority of time will be spent servicing both internal and external customer requests via the phone, email and web. Must be resourceful, display excellent decision-making, problem solving, conflict resolution skills, and show a proper amount of empathy for our customers. Must also be a champion for our customers. This person will have direct supervision, but should be able to work independently.

• Project related activities- Projects will be assigned based on departmental needs and individuals career objectives. They will be responsible for: identifying and implementing ideas for process and policy improvements; writing and reviewing solutions; and participating on cross-functional teams.
• Teaming activities – A person should be involved in facilitating team meetings. They must also have strengths in decision making, consensus building, conflict resolution, and problem solving on team related issues. This person should be providing input/feedback that defines solutions that are best for all. They should be able to step back from issues and look at the big picture without emotion or bias with the understanding that the impact of their decisions may be significant.
  
  

Minimum Qualifications

• A bachelor's degree and 1 year of professional work experience (or equivalent experience) is required.
  
  

Additional Qualifications

• Bachelor Degree
• 1-3 years Customer Service experience, with a focus on helping customers via phone and email
• Previous experience working with a SalesForce
• Experience working in a Windows environment with multiple applications and navigation between applications to solve problems a plus.
• English-spoken and written; Korean-spoken and written
• Demonstrated problem solving skills
• Strong verbal and written communication skills
• Strong organizational skills
• Excellent judgment and decision making skills
• Follow through on tasks to completion
• Ability to identify and implement process and policy improvements
• Professional phone manner
• Professional and positive attitude
• Ability to work in a dynamic, fast pace team environment
• Consistent attention to detail