Careers

Cybersoft PrimeroEdge is powered by passionate people who invest their time and talents into helping our customers succeed. We have exciting things happening and are growing rapidly. We are looking for team members who want to be part of our growth and part of our family. Most importantly, we are looking for people who want to be part of something bigger than selling a product or providing a service. We are helping schools feed children, which in many cases is the only meal they may receive each day.

Openings

As A Customer Coach You Will:

• Understand the PrimeroEdge and SchoolCafe applications in the functional areas as they relate to customer nutrition environments and learning needs

• Stay abreast of upgrades and new features, timely incorporating information into delivery and documentation helping to tie features into benefits for child nutrition professionals

• Deliver innovative, stimulating and effective training curriculum and documentation for internal and external customers

• Provide classroom style, formal software training; in person as well as web-based to different levels of users bringing nutritional context to the environment

• Provide support and Q&A sessions for new and existing customers; in person as well as web-based to different level of users bringing nutritional context to the environment

• Act as consultant to customers. Able to identify areas of opportunity for process and software changes, sharing nutrition best practices

• Contribute to the development and maintenance of curriculum and documentation for course content and materials bringing nutritional context to the environment

• Partner with Project Managers to develop customer training plans for new customer projects

• Use best practices and techniques in methods, processes, procedures, and policies in the development and delivery of adult learning to aid in quick adoption for nutrition professionals

• Engage in special projects to support business processes and tools

Who You Are:

• You have a Bachelor’s degree or equivalent work experience

• You have a minimum 5 years experience in a functional training and adult learning role

• You have advanced working knowledge of MS Office applications, including: Word, Excel, and PowerPoint

• You have strong presentation and group facilitation skills; familiar and competent with audience-engagement methods and techniques appropriate for all types of audiences allowing for the ability to adapt delivery in all environments, sometimes reactively

• You have proficiency in or ability to grasp technical aspects

• You have the ability to learn software solutions quickly

• You have excellent written and verbal English skills for the purpose of documentation development, curriculum review, and communication

• You have a genuine interest / aptitude in working with people, in a fast paced environment with multiple projects, ability to problem solve and team play

• You can work independently without supervision, is detail oriented and works well with multiple things going on at once

• You have the ability to work flexible hours as customer needs arise

• You have the ability to travel an average of 50%

We are looking for a talented and competitive Solutions Expert for the Solutions Team that thrives on building relationships with customers and prospects in order to help them achieve excellence in their child nutrition program with our software solutions. The successful candidate will play a fundamental role in achieving our ambitious customer acquisition and revenue growth objectives. You must be comfortable with lead generation, qualifying prospects and closing sales.

The prime Solutions Expert candidate is:

• Proficient with Web presentation tools.

• Experienced with CRM tools.

• Excellent with verbal and written communication.

• A strong listener and presenter.

• A skilled multitasker, with the ability to prioritize, organize, and manage his or her time effectively.

• Self-managed, and takes initiative to start and complete tasks without constant direction.

• Eager to learn.

• A team player, and works well with others.

• Able to display confidence in a variety of circumstances.

• Skilled in building relationships, with a desire to engage with customers and prospects

• Confident in nurturing leads from prospect to customer.

• Comfortable with traveling (potentially) up to 20%, and must be able to lift 50 pounds.

As A Business Analyst You Will:

• Review and analyze existing functionality for areas of improvement

• Interact with internal and external customers to discover needs to design new features and functionalities

• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details and distinguish user requests from the underlying true needs

• Work in Scrum environment and proactively communicate and collaborate with customers and the team as needed to design software to help K-12 school nutrition professionals achieve excellence

• Occasionally train end-users especially in the early stages of large projects

• Travel from time to time as needed to gather first-hand information from customers

Who You Are:

• You are an excellent communicator. You interact professionally with a diverse group of people including executives, managers, and subject matter experts via phone, email, and occasional on-site meetings

• You can learn a large proprietary software suite quickly and thoroughly

• You are innovative and eager to implement new ideas

• You are detail-oriented with a strong work ethic

• You have a knack for explaining complex processes/instructions to end-users

• You have an undergrad degree or equivalent

As A Customer Care Specialist You Will:

• Understand PrimeroEdge software as it relates to our customers and industry

• Stay abreast of upgrades and new features, documenting new troubleshooting steps as needed

• Deliver helpful, interesting, innovative, and effective technical support to external customers and log detailed information for each contact

• Provide clear written and verbal step-by-step instructions to be understood by customers and team members

• Diagnose and resolve technical issues while documenting resolution and knowledgebase articles

• Partner with other team members to resolve customer issues through collaboration and teamwork

• Improvise, think creatively and find the solution when it may not be clear

• Evaluate information gathered from multiple sources to distinguish user requests from the underlying true needs

• Review and analyze your customers’ use of the PrimeroEdge software to identify areas that can be optimized

• Educate customers via phone, email, and screen sharing sessions on features they are not utilizing to their fullest

• Build stronger business relationships through each customer touch-point.

• Engage in special projects to support the success of our team and our customers

• Constantly learn and grow your skill set

Who You Are:

• You have a Bachelor’s degree or equivalent work experience

• You are a customer-focused professional with at least 1 year of experience in customer service or customer support

• You have a genuine desire to help people and understand that on occasion helping someone may require flexible working hours

• You have a strong knowledge of MS Office applications including Outlook, Word, Excel, and PowerPoint

• You can learn a large proprietary software suite quickly and thoroughly

• You are detail-oriented with strong work ethics and are self-driven

• You like figuring out puzzles and solving problems

• You have a keen sense of ownership and a bias for action

• You are an excellent communicator. You easily interact professionally with a diverse group including executives, managers, and subject matter experts via phone, email and occasional on-site meetings (less than 10% of travel is possible)

• You thrive on listening to customer needs and desires then communicating those needs clearly to our internal teams

• You have a knack for explaining complex processes/instructions to end-users

• You are comfortable in a fast-paced environment and can contribute as an individual or as a team member

• You understand the value of building customer relationships virtually with the goal of continued loyalty and advocacy

As A Customer Care Manager You Will:

• Understand PrimeroEdge software as it relates to our customers and industry

• Lead a team of Subject Matter Experts (SMEs) on Front Office modules

• Stay abreast of industry and software changes

• Ensure regression testing on Front Office modules in new releases before the release is finalized to ensure you are comfortable with your team supporting new features

• Review relevant cases, emails, and phone calls to offer positive reinforcement for a job well done as well as construction feedback for improvement

• Manage Front Office SLAs to ensure that customer expectations are met or exceeded

• Provide clear direction to Team Leads and Customer Care Specialists

• Partner with other team members to resolve customer issues through collaboration

• Improvise, think creatively and find the solution when it may not be clear

• Develop and execute a plan with the help of Team Leads to educate internal team members on Front Office modules as well as customer service skills

• Oversee daily aspects of business operations such as reviewing KPIs provided by system tools (CRM, phone systems, etc.) for the Front Office team

• Build stronger business relationships through each customer touch-point

• Engage in special projects to support the success of our team and our customers

• Constantly learn and grow your leadership skill set

• Discover opportunities and implement process improvements

Who You Are:

• You have a Bachelor’s degree or equivalent work experience

• You are a customer-focused professional with at least 5 years of experience in customer service or customer support

• You have a genuine desire to help people and understand that on occasion helping someone may require flexible working hours

• You have a strong knowledge of MS Office applications including Outlook, Word, Excel, and PowerPoint

• You can learn a large proprietary software suite quickly and thoroughly

• You are detail-oriented with strong work ethics and are self-driven

• You are results-focused and can see the big-picture

• You have a keen sense of ownership and a bias for action

• You are an excellent communicator. You easily interact professionally with a diverse group including executives, managers, and subject matter experts via phone, email and occasional on-site meetings (less than 10% of travel is possible)

• You are comfortable in a fast-paced environment

• You understand the value of building customer relationships virtually with the goal of continued loyalty and advocacy

• You have a strong sense of responsibility and desire to help others grow

• You are a motivator

• You are consistently aware of the example you are setting for the team and can earn the respect of co-workers

• You are adept at deescalating tense situations/calls

• You are good at executing plans both personally and through team members

• You have experience leading a mid-sized team

As A Customer Care Manager You Will:

• Understand PrimeroEdge software as it relates to our customers and industry

• Ensure customer service soft skills across all Customer Care teams (not just SchoolCafé and State Modules team).

• Coordinate training and success measurement of general customer service skills with other Customer Care Managers and the Director of Customer Engagement

• Lead a team of Subject Matter Experts (SMEs) on SchoolCafé and State Modules

• Stay abreast of industry and software changes

• Ensure regression testing on SchoolCafé and State Modules in new releases before the release is finalized to ensure you are comfortable with your team supporting new features

• Review relevant cases, emails, and phone calls to offer positive reinforcement for a job well done as well as construction feedback for improvement

• Manage SchoolCafé and State Modules SLAs to ensure that customer expectations are met or exceeded

Who You Are:

• You have a Bachelor’s degree or equivalent work experience

• You are a customer-focused professional with at least 5 years of experience in customer service or customer support

• Provide clear direction to Team Leads and Customer Care Specialists

• Partner with other team members to resolve customer issues through collaboration

• Improvise, think creatively and find the solution when it may not be clear

• Develop and execute a plan with the help of Team Leads to educate internal team members on SchoolCafé and State Modules as well as customer service skills.

• Oversee daily aspects of business operations such as reviewing KPIs provided by system tools (CRM, phone systems, etc.) for the SchoolCafé and State Modules team

• Build stronger business relationships through each customer touch-point

• Engage in special projects to support the success of our team and our customers

• Constantly learn and grow your leadership skill set

• Discover opportunities and implement process improvements

• Hold yourself and others accountable for living our values

• Assist customers with other PrimeroEdge modules during peak times and as-needed

• Communicate monthly KPIs with Leadership Team through presentations

• Remove roadblocks that impede team or customer success

• Coordinate assistance with other teams as needed

• Evaluate service levels and provide assessment of results

• Manage team member scheduling working with other Customer Care Managers to ensure appropriate coverage for the overall success of the organization

• Provide one-on-one coaching to Team Leads and Customer Care Specialists

• Perform annual reviews with all SchoolCafé and State Modules team members

• Participate in hiring process for new team members

• Engage in special projects to support success of our customers.

• Other duties as determined by the Customer Engagement Director

As A Front Desk Receptionist You Will:

• Answer telephone, screen and direct calls

• Take and relay messages

• Provide information to callers

• Greet persons entering organization

• Direct persons to correct destination

• Deal with queries from the public and customers

• Ensure knowledge of staff movements in and out of organization

• Monitor visitor access and maintain security awareness

• Provide general administrative and clerical support

• Prepare correspondence and documents

• Receive and sort mail and deliveries

• Schedule appointments

• Maintain appointment diary either manually or electronically

• Organize conference and meeting room bookings

• Co-ordinate meetings and organize catering

• Monitor and maintain office equipment

• Control inventory relevant to reception area

• Tidy and maintain the reception area

• Help in travel arrangements

Education and Experience:

• High school diploma required

• 1-3years experience in any administrative role

• Knowledge of administrative and clerical procedures

• Knowledge of computers and relevant software application

• Knowledge of customer service principles and practices

• Keyboard skills

Key Competencies:

• Good verbal and written communication skills

• Professional personal presentation

• Customer service orientation

• Information management

• Organizing and planning

• Attention to detail

• Takes initiative and is reliable

• Has a high tolerance for stress

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