Customer Support Help Desk Representative

Overview

The Customer Support Representative will provide operational support for customers by answering inbound calls, responding to support tickets, and completing scheduled training appointments. Utilizing training and knowledge guides, the CSR will attempt to quickly diagnose issues to resolve the problem or escalate as needed.

Essential Duties & Responsibilities

·         Maintains a strong working knowledge of supported products and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.

·         Gathers, prioritizes and responds to customer issues by phone, email, live chat,  and remote support tools.

·         Promptly resolves customer service issues and documents all activity through CRM.

·         Provide operational and technical assistance to end-users on company products and services.

·         Educate clients on use of company products and services.

·         Assist with researching and gathering information for troubleshooting software issues.

·         Maintain department guidelines regarding average handle time and productivity.

·         Maintain department guidelines regarding call quality and call audit process.

·         Perform administrative duties, reports and special projects associated with customer support.

·         Other duties as assigned.

Additional and/or Specific Skills

·         Clear communication in written and oral form.

·         Customer Relationship Management.

·         Professionalism.

·         Patience.

·         Time Management.

·         Detail-Oriented.

·         Analytical and Problem-Solving skills.

·         Experience with remote support tools such as GotoAssist

·         Ability to type 40wpm+

·         Experience with Microsoft Dynamics is a plus.

Education/Experience

·         Associate’s Degree or equivalent work experience.

·         Prior call center/support knowledge preferred.

·         Retail industry knowledge preferred.

·         Convenience store retail experience highly desired.

Physical Requirements

·         Exposure to call center noise.

·         Repetitive typing.

·         Sitting for long periods of time.

·         Medium to heavy phone exposure.