US - Customer Service Rep I - US4

Responsibilities

• Working independently while using standard protocol to respond to more complex customer issues.
• Successfully resolve more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
• Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
• Proactively assist customers to avoid or reduce problem occurrence.
• Participates in projects and provides resolution and feedback based on analysis.

Requirements

• Typically a Bachelor's degree or equivalent experience and/or 1-2 years related experience or Master's degree.
• High school education or equivalent; some college level education Preferred.
• Typically requires a minimum of 5+ years general experience, or equivalent combination of experience and college level education.

Qualifications

• Basic knowledge in the field of Customer Relations.
• Demonstrated verbal communication and customer service skills.
• Knowledge of microcomputer hardware, basic-level knowledge of operating systems software.
• Demonstrated writing/correspondence skills.
• Superior communication skills both written and verbal.
• Experience in customer facing role, remote support, telephone support, resolve problems sufficiently through verbal description via telephone or e-support.
• Has ability to train team members regarding existing and new technologies (NPI) in all relevant product lines.
• Collaborates closely with CC on resolving issues and helps reproduce issues in lab environment.
• Knowledge, experience and updating Knowledge Management systems.