Job Title : Technical Customer Support - Service Calls
Job Overview :
As a Customer Support Representative In a customer facing role, specializing in technical service calls, you will be responsible for providing exceptional support on multiple support channels (phone / email), to our customers post sales, regarding service-related inquiries and requests. Your primary objective will be to ensure customer satisfaction by effectively addressing their service needs and resolving any issues they may encounter.
Key Responsibilities :
1. Receive and Handle Service Calls :
- Answer incoming service calls promptly and professionally.
- Listen attentively to customers' concerns and accurately document service requests.
- Provide timely and efficient assistance to resolve service-related issues or inquiries.
2. Troubleshooting and Problem Resolution :
Diagnose service issues and troubleshoot technical problems over the phone.Collaborate with other departments or technical teams to escalate and resolve complex issues as needed.Follow established protocols and procedures to ensure consistent and effective problem resolution.3. Customer Relationship Management :
Build rapport and establish trust with customers through clear communication and empathetic listening.Maintain a positive and helpful attitude while addressing customer concerns and inquiries.Provide proactive updates to customers regarding the status of their service requests and any necessary follow-up actions.4. Documentation and Reporting :
Accurately record all customer interactions and service-related details in the appropriate systems or databases.Generate reports and summaries as needed to track service call metrics, trends, and customer feedback.Qualifications :
Previous experience in customer service or call center environments, with a focus on handling service-related inquiries preferred. Tech experience is a plus.Excellent verbal communication skills and active listening abilities.Strong problem-solving skills and ability to think critically under pressure.Familiarity with customer relationship management (CRM) software and call center technology.Ability to multitask and manage time effectively in a fast-paced environment.Shift :
Specific shift needs : 7 AM - 12 PM
This is a part-time, seasonal job.
