Customer Service Technical Associate – Tier 1

Responsibilities

• Receive, evaluate, and answer customer problems and issues in a timely manner following established customer service procedures via phone and email
• Maintain or exceed quality performance metrics, including call monitoring scores
• Communicate and explain information and data to customers and other team members
• Utilize critical thinking
• Test software to identify bugs and potential fixes
• Absorb remote control over customers’ computers to resolve problems
• Escalate more complex issues for resolution
• Helps with post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services

Qualifications

• Education: 2+ years’ experience in a B2B technical service role or equivalent education
• Experience: Knowledge of the technical customer service processes
• Excellent verbal and written communication skills
• Troubleshooting and solving technical issues (connectivity, hardware, and software)
• Working with professionals via phone and email
• Building rapport with co-workers and customers
• Gathering and analyzing customer data and user requirements
• Integrating information from multiple sources quickly and accurately
• Demonstrated ability to prioritize and manage multiple projects
• Experience documenting information in a CRM system
• Experience using an order fulfillment system
• Experience with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook