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 & Associates (MB&A) is a Salesforce Independent Software Vendor (ISV) Partner with flagship products around Data Collection (ExAM4Enterprise) and Inspections, Audits and Compliance (ExAM4Inspections). MB&A 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.

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

About The Role

Millsapps, Ballinger & Associates (MB&A) 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 & 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

MB&A 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 Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA), which requires Government contractors to take affirmative action to employ and advance in employment: (1) disabled veterans; (2) recently separated veterans; (3) active-duty wartime or campaign badge veterans; and (4) Armed Forces service medal veterans. MB&A complies with all federal, state, and local regulations regarding equal employment opportunity and Affirmative Action.

MB&A values the service of veterans and encourages them to apply. We actively encourage diversity in the workplace and strive to create an inclusive environment for all employees.

E-VERIFY EMPLOYER

MB&A participates in the E-Verify program, confirming eligibility to work in the U.S. We comply with all applicable immigration laws, including the Immigration Reform and Control Act of 1986, and require all employees to provide proof of eligibility to work in the United States.

If you require an accommodation to participate in the job application process, please contact Human Resources to request assistance: HR@mbaoutcome.com.