Job Description:
• Create, manage, and monitor tickets for incoming customer inquiries, issues, or service requests.
• Provide first-level support for Point-of-Sale hardware and software, resolving operational and technical problems for customers and technicians.
• Identify and escalate complex issues to the relevant departments within the organization, ensuring swift problem resolution.
• Create and send emails to update customers and the internal team on the status of tickets, ensuring clear and effective communication.
• Utilize service management systems to gather and maintain service incident data, contributing to the knowledge management system.
• Work as an integral team member, focusing on continuous improvement and total customer satisfaction.
• Perform customer service administrative tasks as assigned, including understanding customer databases and processing customer part requests.
• Display genuine concern and ownership for customers’ situations, exercising sound judgment and analytical skills to determine effective problem resolutions.
• Provide and obtain technical information, continuously seek out and accept ongoing learning opportunities, and adapt to changing technologies and solutions.
• Document all customer requests and interactions in the CRM or applicable tools for tracking purposes.
Qualifications:
• Clear and coherent in both written and verbal communications skills to efficiently create and send updates via email and for interacting with both customers and internal teams.
• Adept at troubleshooting technical issues, finding solutions, and guiding customers or technicians through problem resolution.
• Ability to work effectively within a team is important, as the role may involve collaboration with other support specialists and departments.
• Keen eye to details, to accurately document issues, and ensure that tickets are managed and closed with precision.
• Effective time management is crucial to prioritize and manage multiple support tickets efficiently, ensuring timely resolution.
• Adaptable and willing to learn new technologies and processes is valuable in this role.
• Ability to build rapport with customers to provide positive support experience.
Screening Criteria:
• Highschool diploma or a bachelor’s degree in a related field.
• At least one (1) year of experience as a Tech Support in a technical account.
• Must have a stable employment history.
