What are the responsibilities and job description for the Account Representative position at Compunnel Inc.?
Direct Client
Location: South Jordan, UT (Onsite)
Role: Customer Account Representative
Job Summary:
Responsible for high quality end-user technical support, related to enterprise software and hardware. An understanding of technology and the ability to apply that knowledge to support all existing systems. Provides investigation, diagnosis, resolution, and recovery for hardware/software problems.
Key Responsibilities:
- Demonstrate strong customer service skills to provide phone support including:
- Listening to the customer to gain an accurate understanding of the situation.
- Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue.
- Producing accurate, detailed documentation at the client, problem, and incident level.
- Resolving conflict.
- Responsible for high quality end-user technical support, related to enterprise software and hardware.
- Responsibilities include assessment, triage, research, training/education, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 7x24x365 environment.
- Under general oversight, provides after-hours and weekend support as needed.
- The position requires attention to detail, follow-through, teamwork focus, and a positive attitude.
- An understanding of technology and the ability to apply that knowledge to support all existing systems.
- Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat, and/or in person.
- Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation, and communicating the status to the end user promptly.
- Identifies and works with internal end users to provide guidance and support, sound communications, and customer service principles without becoming unprofessional in difficult situations.
- Provides investigation, diagnosis, resolution, and recovery for hardware/software problems.
- Installs, modifies, cleans up, runs diagnostic programs, and repairs computer hardware/peripherals and software.
Required Qualifications:
- Excellent customer service skills required.
- Excellent communication skills required.
- Two to five years of proven, qualified related work experience in a comparable complex, high tech, and fast-paced work environment.
- Preferred work experience in a technical support role but not required.
- Required Education: High school diploma or GED with relevant work experience.
- Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly.
- Self-motivated and ability to work on own initiative in a high-pressure environment.
- Willing to work variable shifts including evenings, weekends, and public holidays.
