V2Soft is a global leader in IT services and business solutions, delivering innovative and cost-effective technology solutions worldwide since 1998. We have headquartered in Bloomfield Hills, MI and have 16 offices spread across six countries. We partner with Fortune 500 companies to address complex business challenges. Our services span AI, IT staffing, cloud computing, engineering, mobility, testing, and more. Certified with CMMI Level 3 and ISO standards, V2Soft is committed to quality and security. Beyond our work, we actively support local communities and non-profits, reflecting our core values. Join us to be part of a dynamic and impactful global company!
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Please visit us at www.v2soft.com to know more.
Job Summary :
Serves as first point of contact with customer to promote quality customer service and assist with increasing business within the branch location
Key Responsibilities :
- Serves as the first point of contact with customers either on the phone or at the branch, developingpositive relationships with key customers.
- Assesses customers needs and gathers pertinent informationCreates basic work orders in appropriate systemsProvides some status updates to customers, as requested
Qualifications and CompetenciesCompetencies :
Communicates effectively - Developing and delivering multi-mode communications that convey aclear understanding of the unique needs of different audiences.Manages conflict - Handling conflict situations effectively, with a minimum of noise.Customer focus - Building strong customer relationships and delivering customer-centric solutions.Directs work - Providing direction, delegating, and removing obstacles to get work done.Financial acumen - Interpreting and applying understanding of key financial indicators to makebetter business decisions.Instills trust - Gaining the confidence and trust of others through honesty, integrity, andauthenticity.Diagnostics Application - Translates customer complaints to develop troubleshooting plan;troubleshoots issue following guided work flows, procedures, specialized equipment such asmechanical and electronic service tools, and diagnoses computer software to isolate failedcomponents to enable a successful repair; validates repair by duplicating complaint to ensure it hasbeen resolved; documents results of troubleshooting in business systems to communicate what hasbeen done for payment and historical tracking.Warranty Process - Analyzes customer issues to verify root cause of failure and associatedprogressive damage using Client published service information; interprets the warrantyadministration manual to determine eligibility for coverage and claim requirements; identifies itemsassociated with repair that can be covered and communicates to stakeholders; files a claim in theappropriate system using proper documentation and requirements to receive accurate settlement.Technical Escalation - Obtains product technical issue information and utilizes available resourcesincluding data management tools; elevates issues to a higher level of expertise, balancingtimeliness of customer response with investigation efforts; captures all troubleshooting steps in theappropriate database in order to ensure seamless transitions and accurate response to ticketresolution in a timely manner.Service Documentation - Creates and verifies customer, equipment and technical information;captures specific data using required service tools; follows procedures and documents requiredinformation in the service management system in order to have an accurate record of the workdone.Electronic Service Tool Application - Identifies the suite of available hardware and software toolsrequired for a service event; utilizes the appropriate electronic tool set to maintain the product ordiagnose and troubleshoot an issue; interprets electronic tool results or recommendations todetermine next steps for service resolution.Education, Licenses, Certifications : High school diploma or certificate of completion of secondary education or equivalent experience tothe extent such experience meets applicable regulations.This position may require licensing for compliance with export controls or sanctions regulations.Experience : Requires significant relevant work experience or specialized skills obtained through education,training or on-the-job experience.Must be able to plug into a unit and open a work order in Guidanz.Top 3 Skills you are looking for :
1. Computer Skills
2. Customer Service Skills
3. Organizational Skills
Additional Skills :
The role is for a Customer Care Advisor. The role will consist of plugging into a truck and must be able to take dongle out to the unit and plug into the 9 pin connector and capture a download. This candidate will be resolving issues and providing information about products or services.
V2Soft is an Equal Opportunity Employer (EOE). We welcome applicants from all backgrounds, including individuals with disabilities and veterans.
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