The Customer Service/Technical Support Representative is responsible for diagnosing and resolving customer issues through phone, web, email, and direct customer interaction. The representative is responsible for maintaining critical relationships developed by other departments throughout the problem/resolution cycle. In addition, the position of Customer Service/Technical Support Representative communicates actively with other departments detailing specific customer issues.
Key Responsibilities and Accountabilities
Answer Inbound Technical Support Calls (about 30 to 40 calls/day)
Track and resolve issues using Microsoft CRM Case Management
Interface with Engineering on customer issues and comments
Interface with Operations to send out replacement parts and units
Help Maintain online Knowledge Base
Provide Technical Assistance to Regional Sales Managers on a daily basis
Demonstrated inbound call center experience
Previous technical support/engineering/trouble shooting experience
Works well in a team environment
Extensive PC/Networking troubleshooting experience desired.
Some College Coursework Completed