The Company needs a first point of contact for customer issues regarding their software, equipment, and services, requiring timely resolution and positive customer interaction.
Requirements
- Working knowledge of Microsoft Office Suite of Products.
- When applicable, the ability to use prior case history to determine the next step.
- Write clear, concise, and factual notes to the customer file regarding customer conversations or contact.
- Daily use of the Microsoft Teams (phone), computer, printer, and other routine office equipment
- Must have internet access
Responsibilities
- Responds daily to incoming customer questions and emails relating to issues or questions about the Company’s various software and hardware products or other services by identifying and resolving the issue(s).
- Provide user support on company-supported applications and platforms.
- Independently resolve software issues and enjoy boosting customers’ satisfaction with Company.
- Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software.
- Document and maintain detailed records in our internal ticketing system of all interactions with customers.
- Collaborates on more complex issues, as necessary, with other Account Managers, Account Manager Leads, Support Manager, or different departments (i.e. Development), as appropriate, to respond to or resolve the issue.
Other
- Associate degree in computer science, business management or related field preferred
- Or High school diploma or equivalent required with experience as a Pharmacy Technician or support technician in call center.
- Strong oral and written communication skills
- Strong interpersonal, active listening, de-escalations, and empathic skills needed to
- Strong analytical and problem-solving skills, including the ability to think creatively (outside of the box), to identify and resolve customer issues relating to the Company’s products, equipment, and services quickly and effectively.
