JOB DESCRIPTION Job Summary: Interface via telephone and/or email with external customers on technical support related issues, Generally Monday through Friday from 7:00 AM to 8:00 PM, must be able to work a shift schedule that falls during these work days and hours.
Must possess fluent English/Spanish verbal and written communication skills.
Works various technical and customer service related correspondences to ensure customer issues are resolved in a timely manner.
Place orders as needed to resolve issues.
Essential Functions: Answers all inbound technical support inquiries regarding customer’s hardware and software issues Provides requested information to relevant stakeholders Documents all inbound and outbound customer interactions Submits all order types to resolve service related issues and warranty driven replacements as needed Owns and manages tasks to complete closure Prepares technical writing to support the work instructions and manuals Other duties as assigned Experience, Skills and Abilities: Must be able to explain and demonstrate performance of the essential functions of the job, with or without reasonable accommodation.
Must possess the following experience, skills, and abilities: Minimum of 6 Months technical support experience – preferably phone/email/chat experience Minimum of 6 months in customer service or support role – preferably phone/email experience Troubleshooting/diagnostic experience Strong computer skills and experience in all current Microsoft OS and MS Office Must be self-motivated with inherent ability to multi-task Identify / define processes that enhance the customer experience, reduce costs and deliver the right solution the first time Exhibits professional conduct Must possess excellent written and oral communication skills Strong problem solving and negotiation skills with the ability to deal with difficult customers and situations Must possess excellent interpersonal skills with the ability to work in a collaborative team environment Education/Certifications: High school diploma or equivalent; or a minimum of 6 months related experience or training; or equivalent combination of experience and education.
Technical certifications and/or Associates degree a plus.
Physical Demands: While performing the duties of this job, the employee is regularly required to sit.
The employee is frequently required to use hands for keyboarding and telephone operation.
The employee is occasionally required to walk, stand and reach with arms.
The employee must regularly lift or move 10 pounds.
Specific vision abilities required by this job include close vision and the ability to adjust focus.
Work Environment: While performing the duties of this job, the employee works in ambient room temperatures with lighting and traditional office equipment as founding a typical office environment.
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