The company is looking to solve the problem of providing best-in-class product service and support to customers, ensuring customer satisfaction and troubleshooting product issues.
Requirements
- Ability to effectively use Microsoft Office Suite, including Outlook, Word, and Excel.
- Experience in CRM a plus.
- Strong technical abilities and skillset.
- Ability to troubleshoot and solve product related inquiries.
- Ability to demonstrate flexibility and innovation to resolve problematic issues in a professional manner.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Responsibilities
- Provide front-line technical troubleshooting support to the customer.
- Diagnose, analyze, and troubleshoot technical issues with products, assisting and guiding customers through solutions;
- Manage high volumes of incoming calls, which consists of placing warranty orders via all inbound channels and providing detailed technical support and installation assistance.
- Respond to customer product related questions and provide helpful and knowledgeable feedback or suggestions for resolution.
- Maintain a deep understanding of product category offerings, product functionality, and the manufacturing process for each product.
- Stay current with product updates, product trends, and product changes to provide knowledgeable and accurate information to customers.
- Educate both internal and external customers about all product features.
Other
- High school diploma is required. Associates degree preferred.
- 3+ years of customer service experience required, including 2+ years of technical support experience required.
- Excellent written and oral communication skills.
- Ability to maintain/exceed overall performance with high levels of accuracy.
- Excellent attendance and dependability.
