The Customer Service/Technical Support Representative will be responsible for receiving and coordinating service requests and cash management. The Customer Service/Technical Support Representative will also perform office management duties, including physical security, office support services and scheduling office assets.
Responsible for Spiral Communications’ customer relationship management and contact center performance
Responsible for developing and managing initiatives to drive productivity and customer experience improvement
Receiving, recording, assisting, distributing, escalating and scheduling online, face-to-face and voice customer service requests
Assigning priority of tasks and presenting unresolved customer complaints to the Network Operations Center for resolution if unable to service due to availability or level of expertise
Create detailed records of customer interactions or transactions, recording details of inquires or comments, as well as, actions taken
Possess the ability to work independently and contribute to a team environment
Technical Expertise :
Work in office environment answering inbound customer calls concerning one or more products (e.g., instructions to reboot hardware)
Discover the root cause(s) of the problem and the action to solve it, whenever possible, using company databases, customer information and collaboration with other departments
Engage in real-time troubleshooting with a customer and schedule a service appointment if the problem cannot be resolved. Negotiate appointment time with the customer and educate the customer if there is a charge for the service call
Provide total customer service by answering basic questions over the phone and matching customers with Subject Matter Experts for complex questions.
Quality Customer Experience :
Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other departments
Provide customer by asking questions and listening to customers in order to understand their needs, requests or problems
Drive Business Growth
Grow the company by identifying sales opportunities, promoting our services and offering the appropriate services for the customer
Delivery and fulfillment of basic IT technical support services across the organization: Confer with customers by phone to provide information about projects or services or enter orders and determine charges for services requested, collect deposits or payments, or arrange for billing
*This list is not intended to be all-inclusive and may be expanded to include other duties and responsibilities.
Spiral Solutions & Technologies, Inc - 17 months ago
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Founded in 2004, Spiral Solutions and Technologies, Inc. has a broad and extensive range of professionals, we also have the ability to draw...