HMMS Customer Care Specialist II

Sphera is a leading global provider of enterprise software and services that enables companies to manage and optimize their environmental, health, safety and sustainability. Our mission is to create a safer, more sustainable and productive world.

Sphera is a portfolio company of Blackstone, a U.S.-based alternative asset investment company that focuses on private equity, technology and innovation, and more. Blackstone businesses succeed through strong partnerships, a personalized approach and a commitment to exceptional performance with uncompromising integrity. Sphera and Blackstone are leaders in the Environmental, Social and Governance (ESG) space.

We are guided by our core values of Customer Centricity, Accountability, Bias to Action, Innovation, and Collaboration. These values help us recruit the right talent to join our rapidly expanding team around the globe. It is important to us that each and every Spherion is not only eager to challenge themselves and knows how to get work done but is an awesome addition to our company culture.

Key Requirements:

• U.S. Citizen
• Ability to verify U.S. employment eligibility using Form I-9
• Ability to obtain a U.S. Government security clearance and Common Access Card
• A degree in Computer Science, Information Technology, related Engineering Degree or equivalent in lieu of experience qualification
• A minimum of 3+ years of work experience in customer support related field
• Data Analysis, Advanced MS Excel, Jaspersoft and others
• Ability pass a drug test
• Six-month trial/probationary period may be required.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the levels of knowledge, skill, and/or ability necessary to perform the job at acceptable standards. 

• Sphera HMMS Suite, government process, and/or environmental management experience a plus

• Knowledge of Edge and Chrome
• Government Web-based application experience
• Effective written and verbal communication skills to deliver world-class customer support
• Advanced listening skills and customer service attitude with the ability to show sensitivity to user’s questions and requests
• Ability to manage time and workflow to meet service levels and priorities
• Ability to set and manage client expectations
• A self-starter who is results-oriented and able to operate effectively within a team environment
• Sound judgment, analysis skills
• Strong inter-personal skills
• Must be willing to Travel and Present at Forums/Conventions or other Sphera or Government hosted events

Major Duties:

• Answer Customer Care issues received via telephone, email or the Sphera Customer Network (SCN), using customer support tools (SalesLogix, Azure Dev Ops) and other applications and files to create, update, troubleshoot, test, process, and maintain customer raised issues, while keeping tickets within workflow parameters and established SLA’s (Service Level Agreements). 
• Provides functional and technical assistance to customers for HMMS Suite
• Responds to customer requests within stated guidelines and contractual Service Level Agreements.
• Research and recommend known technical & functional solutions to customers, develop workarounds and in some cases solutions for resolution.
• Provides consistent and timely status updates to customer issues.
• Contributes to the technical knowledge base.
• Demonstrates a consistent and positive customer support orientation.
• Participates in Application Support initiatives.
• Performing ongoing duties or special projects involving segments of much larger projects and collecting pertinent information or data and identifying obvious trends or customer deviations in standard practices.
• All other assigned project(s)
• Other duties as assigned

Specific Job Duties:

• Have a working knowledge of Sphera’s HMMS Suite application.  Resolve customer problems with application error messages, templates, and guide customers with use of application help and show-me functions.
• Be effective in customer problem solving. Have excellent customer communication, telephone and computer skills including Microsoft Office and e-mail, Internet Explorer. Coordinate work with software developers, QA and project teams in solving application software problems.

Client Services Capabilities:

• Strong customer service orientation
• Ability to learn client specific processes, terminology, systems, and unique requirements by various business groups.
• Sense of urgency due to cross functional and fast-moving nature of operations, Big picture thinking, prioritization (comfortable with multi-tasking)
• Ability to work independently as well as cross-functionally, with technical and non-technical stakeholders.

Working Conditions:

Work is generally performed inside an office environment.

Training:

The specialist may be required to complete training courses identified by Sphera and/or the government site as essential to job performance and may include (but not limited to) the following:

• HMMS Administration (taught by Sphera)
• Issue Point/Receiving Training (taught by Sphera)
• Waste Generators/Managers (taught by Sphera)
• Adhoc Tool Training (taught by Sphera)
• Hazardous Material Handler Training
• Sphera Corporation Training
• Government Required Training

Pay:

Commensurate with relevant qualifications and experience

Benefits:

• Medical, Dental, and Vision Insurance

• Health Savings Account

• Flexible Spending Account

• 401(k) Retirement Plan with Company Match

• Life and Disability Insurance

• Critical Illness Insurance

• Accident Insurance

• Hospital Indemnity Insurance

• Paid Time Off and Holidays

• Flexible Working Schedule

Sphera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.