Service Specialist

What makes One Step great? Our people! At One Step, we understand that each employee's contributions make us who we are! We are dedicated to creating a healthy and positive culture that empowers every team member to make the greatest impact on our business.

IT company is looking for an experienced Service Specialist to schedule the in-coming service issues in our Technical Customer Service Department. Must have a track record of longevity.

The purpose of this position is to ensure our clients receiving the help they need in a timely manner, by identifying caller needs. This position requires a dynamic, upbeat individual with a technical aptitude. The receptionist is the hub of coordination between the customer and the company.

PRIMARY DUTIES

• Answer / triage incoming / outgoing phone calls, emails, voicemails professionally and cheerfully. Make our customers feel important and that their questions will be resolved in a timely manner. Verification of technical support contracts.
• Enter clients requesting support into the queue.
• Watch queue and dispatch tickets to customer service representatives.
• Keeping all customers not yet assigned to a Specialist well informed as to when their call will be handled.
• Call customers who leave a support call request in voice mail.
• Assist the customer service manager to ensure the Specialist are on the phones at their assigned scheduled times.
• Check open issues for stuck issues and escalate them to the manager for resolution.
• Check open issues daily to be pushed; and update all clients daily on their cases.
• Enter reports of customer complaints into company reporting system.
• Coordinate after-hour coverage.
• Provide administrative support to the technical departments, such as gathering department weekly stats, CRM admin, etc, as needed.
• Other duties as assigned.

SKILLS / ABILITIES

Other Benefits

EOE :

One Step Retail Solutions is an Equal Opportunity Employer (EOE).