Customer Support Representative 9 views1 application

What you will do

• Provide after-sales customer service and remote technical support to customers, ensuring high customer happiness.
• Answer customers’ inquiries (via phone, fax, e-mail, IM, etc.) efficiently, accurately, and expertly.
• Formally detail customer complaints/service notifications and interactions per company guidelines.
• Accurately diagnose and troubleshoot customers’ technical problems and provide responses regarding general questions, service products, spare part number identification, and pricing.
• Build a service order or customer concern if a remote solution cannot be offered.
• When vital, transfer complaints for investigation and resolution to the relevant people /departments.
• Leverage company knowledge and resources to ensure the delivery of valued, cost-effective after-sales service and technical support to customers, technical service providers, Sales & Marketing, Customer Services, Product Services, and R&D/ Engineering.
• Develop and maintain strong working relationships with distributors, customers, technical service providers and colleagues in Sales & Marketing, Customer Services, Products Services, Field Services, and R&D/Engineering.

Education and experience

• Minimum of 2 years of customer service experience and experience with providing technical support and troubleshooting.
• Affinity with Information Technologies, including Windows operating environment, device connectivity, network design and supportability.
• Knowledge of one or more software programming languages would be a significant advantage.
• Excellent interpersonal skills on different levels.
• Customer-Focused management/planning approach.
• Ability to switch quickly between tasks and processes.
• Strong time management / planning skills.
• Ability to identify process improvement opportunities and raise it to the Supervisor.