Customer Support - Specialist 2

Cprime Job Opportunity

Cprime brings business into a new light—illuminating possibilities that once seemed hidden. For more than two decades, we've partnered with 2,500+ organizations worldwide, including over 300 of the Fortune 500, to help leaders see complexity with new clarity and rewire it into intelligent flow. With 800+ experts across 30 countries, we shine a brighter path toward platform modernization, AI-first operating models, and enterprise transformation that scales with confidence. We help organizations adapt and grow by orchestrating systems, teams, and decisions into harmony. Guided by experience, energized by innovation, and backed by Goldman Sachs and Everstone Capital, Cprime is trusted globally to make transformation clearer, faster, and more human.

Location: Blue Ash, OH (Onsite, no remote work available)

Shift Schedule: Mon-Fri 12 PM – 9PM EST

Job Requirements

1+ years of customer service and/or contact center experience preferred

Strong verbal and written communication skills.

Job Responsibilities

Ensure that all customer escalations and complaints are managed to excellent professional standards and within company terms and policies.

Receive inbound contacts calls and complete outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met. Maintain personal and team accountability for productivity and efficiency.

Demonstrate ownership of customer issues and work proactively with company business units, partners and vendors to manage issues through to a complete resolution in a timely manner.

Demonstrate sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority.

Demonstrate the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.

Advocate as the voice of the customer to company. Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.

Understand current business processes and tools that impact our customers and work with the manager and the necessary owners internally to resolve any issues and fix processes.

Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.

$20 - $21 an hour

What We Believe In

At Cprime we believe in facilitating social justice action internally, in industry, and within our communities. We believe part of our mission is to expand the minds, hearts, and opportunities of our Cprime teammates and within the broader community to include those who have been historically marginalized.

Equal Employment Opportunity Statement

Cprime is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws.