What are the responsibilities and job description for the Customer Support Representative / Tier 1 Technical Support position at Sonicu?
Company Description
Sonicu is an Internet of Things (IoT) technology leader specializing in remote wireless monitoring for various industries including healthcare, life sciences, pharmaceuticals, and more. Our digital sensor technology and secure cloud-based software platform simplify regulatory compliance and provide superior asset protection.
Sonicu, a fast-growing wireless sensor and cloud-based computing company headquartered in Indianapolis, IN, is looking for an Entry-Level Customer Service Representative to help meet the demands of our growing client base. The position is full-time and vital to our customer team. This entry-level position offers employees several growth opportunities in Tier 2 Technical Support, Customer Success, or Sales.
Role Description
This is a full-time on-site role for a Customer Support Representative / Tier 1 Technical Support at Sonicu in Indianapolis, IN. The role will involve providing customer support, ensuring customer satisfaction, effective communication, delivering high-quality customer service, and troubleshooting technical issues.
Responsibilities
- Serve as the primary contact for incoming phone calls and support tickets.
- Provide the first touch for incoming technical support tickets through CRM or email, determine support issues, and escalate appropriately.
- Troubleshoot common issues with hardware or software and provide tier 1 tech support, document in CRM, and escalate to 2nd tier technical support when required.
- Complete order entry for new orders, RMA’s, and collaborate closely with the sales Customer Success teams to support orders.
- Assist with additional duties as directed.
Qualifications
- Customer Support and Customer Service skills
- Effective Communication skills
- Troubleshooting skills
- Ability to ensure high Customer Satisfaction
- Ability to work under pressure, multi-task, and meet deadlines
- Experience in technical support is a plus
- Excellent problem-solving abilities
- Experience working within a CRM preferred
- Attention to detail and organizational skills
- Associate's degree in Computer Science or related field preferred
Salary : $28,000 - $34,000
