Job Summary Technical Support Representatives are true
engagement specialists – skilled at engaging in meaningful interactions that
make our clients’ customers say “WOW!” In this role, the Engagement Specialist
responds
courteously and efficiently to a high volume of customer telephone inquiries about
a client’s products or services. Calls are basic and routine. The Engagement
Specialist must be able to effectively trouble-shoot through a variety of
technical issues in order to solve customer’s problems. The Engagement Specialist promotes and sells/renews
our client company's products or services to ensure the customer’s needs are
being met; investigates and resolves complaints; handles problems related to
product function or the replacement of defective parts; and/or answers
questions regarding billing, service, equipment (hardware or software),
features, activations and/or account information changes. A computer system is used to track questions
and answers as well as enter or check the status of orders.
Essential Duties &
Responsibilities: (Please quantify each
with a % of time spent on each duty and responsibility – must add up to 100%)
Ø 60% Communicates with customers via telephone or written
correspondence to provide information and assistance.
§ Operates
computer/on-line guidelines for the purpose of responding to customer inquiries.
§ Resolves customer
issues on first contact.
§ Follows escalation
procedures as needed.
§ Safeguards
important customer and company information in order to maintain
confidentiality.
§ Crafts
response to customer in a clearly written communication using proper grammar
and syntax. Conveys information in a
succinct manner.
§ Using
mail, email and fax, communicates with customer who has often made multiple
attempts to resolve their issue(s). The
Engagement Specialist may need to diffuse negative emotions with the customer
in order to re-establish trust.
Demonstrates high level of customer service to assure customer
satisfaction.
Ø 25%- Checks mail, fax and email to provide customer
assistance. Reviews written requests to
identify issues for problem resolution.
Utilizes existing resources including scripts to formulate intervention
and potential problem resolution. Determines best method to gain further
information if needed, via email or phone contact with the customer. Relies on knowledge of a variety of topics in
order to resolve the customer’s issue.
May need to interface with other departments.
Ø 10%- Completes, processes, and maintains applicable paperwork
and records.
§ Follows escalation
procedures as needed.
Ø 5% - May perform other related duties and responsibilities as
assigned and/or required.
Job Requirements
Education
and/or formal training: Ø Minimum high school diploma or GED
equivalent preferred.
Knowledge,
Skills and Abilities: KSAs
Common to All JDs: Ø Able to multi-task,
have demonstrated organizational, detail orientation, prioritization skills and
time management skills to ensure that work related activities are completed in
an accurate and timely manner. Ø Ability to work
effectively in a team oriented, high demand and fast paced environment. Ø Ability to maintain
high level of confidentiality and work with highly sensitive data and
information. Ø
Solid
communication skills to effectively deal with various levels of management,
staff and/or outside contacts. Ø
Demonstrated
interpersonal skills to work effectively in a team environment and maintain a
professional and positive manner. Ø
Effective
listening skills to ensure understanding of instructions and directions and
effectively communicate progress and problems to co-workers and management.
Ø Familiarity a variety
of office equipment, standard software packages and application and use of
personal computers to include the Microsoft Office suite of products.
P.S. Whilst we appreciate your interest, only
shortlisted candidates will be contacted for interviews
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