What are the responsibilities and job description for the Customer Service Desk Associate position at Intrex?
Summary
This position will support company objectives by nurturing company client relationships and ensuring customer satisfaction either in person, by email/chat or over the phone, and providing on-site support. This position will be instrumental in customer retention by addressing concerns and product issues, and by communicating in a professional, positive manner. As a Customer Service Desk Associate, you will be responsible for answering client support tickets, monitoring communities daily, providing on-site support and maintenance, and supporting installations of the Rythmos system. The ideal candidate will have strong technical acumen, problem-solving skills, and a passion for delivering exceptional customer service.
Responsibilities
- Maintains friendly, efficient, positive customer service attitude toward customers, clients, and co-workers
- Answers and assists with client support tickets and needs through ticketing system by phone, email, chat, text message, or in-person
- Works with team members to prepare hardware for installation at client sites
- Participates in system installations (optional)
- Keeps detailed, accurate customer records of client interactions in helpdesk software
- Assists in updating internal and external knowledge bases as regular updates are rolled out
- Troubleshoot technical issues and escalate complex problems as needed.
- Forwards and escalates inquiries to relevant individuals and departments as appropriate
- Applies multitasking skills by listening and speaking to customers, navigating computers, and typing call documentation simultaneously
- Efficiently plans travel in order to properly manage time and expenses
Qualifications
- Positive, self-motivated and enjoys interacting and working with people from all backgrounds
- Previous customer service experience in a help desk, IT support, or similar role.
- Some IT experience with troubleshooting hardware, software, or network issues.
- Strong technical acumen and problem-solving abilities.
- Ability to work independently and within a team environment.
- Detail-oriented and solution-focused mindset.
- Follows all standard operating and project-related procedures
- Exceptional interpersonal, written, and verbal skills
- Excellent listener with the ability to understand concerns and overcome objections
- Have the ability to defuse potential problem situations
- Ability to work independently, as part of a team, and multi-task
- Must be comfortable working with technology
- Detail and deadline oriented
