Job Title: Customer Support Technician
Location: Remote working
Duration: 6-month to 12 months
Job Description
- Provides
accurate and timely technical support to customers via telephone, email,
and chat.
- Addresses
incidents within predetermined service levels, requiring the ability to
multi-task and prioritize.
- Insures
that needs of customers are met. Champions’ customer concerns regarding
possible product defects/design issues.
- Carries
out projects as assigned and supports other team members to represent in a
professional manner.
Primary Responsibilities:
- Provides
technical support via telephone, email, and chat.
- Educates
customers on the use of products.
- Champions’
Customer issues from feedback stage through delivery of solution.
- Accurately
records and maintains incidents in accordance with department standards.
- Assists
Development and Implementation staff in resolving product issues.
- Validates
and reports customer submitted defect/design issues.
- Assists
in testing new and enhanced products.
- Participates
in department team meetings.
- Completes
all responsibilities as outlined on annual Performance Plan.
- Completes
all special projects and other duties as assigned.
- Must be able to perform duties with or without reasonable accommodation.
- Windows Support
Qualifications:
1. High school diploma.
2. 1 year of experience in a call center environment
offering technical phone and chat support.
3. Experience in a customer support environment, preferably
in a high-tech setting.
4. Excellent communication skills, both written and verbal.
5. Ability to systematically and effectively troubleshoot
problems while ensuring customer satisfaction within stated service level
goals.
6. Excellent customer service skills.
7. Ability to work in a fast-paced environment.
8. Ability to listen effectively and understands the details
of a customer’s issue.
9. Other responsibilities assigned by supervisor or manager.
