Customer Account Support Agent
About The Position
Conducts technical and/or administrative, mainly pre-defined support activities for service operations and delivery. Customer Service Helpdesk Agent Supports the telephone and electronic inbound assistance requests. Directs telephone calls or written inquiries to appropriate personnel in the Remote Services Helpdesks or Field Services teams. Enters the service call into the Dispatch data screen, dispatches work appropriate personnel and completes the necessary follow-up to ensure the service call has been assigned. Updates and maintains scheduling database with current information. Interacts with customers and Field Service employees as first level point-of-service contact for scheduling field service repair calls. May answer non-technical or basic technical questions at the end user level regarding company products.
Requirements
- Excellent phone and communication skills
- Exceptional customer service skills and good PC skills
- Ability to work with minimal direction.
- Organized and a self-starter.
- Obtains and completes LMS training plan specific to assigned responsibility.
- Familiar with business tools such as: Microsoft Outlook Exchange, Word, Excel, PowerPoint, Instant Messaging and Chat.
- Acquires job skills and learns company policies and procedures to complete assigned tasks.
- Works on assignments that are routine in nature, requiring limited judgment.
- Has little or no role in decision-making.
- Normally receives detailed instructions on work.
- Works under close supervision.
- High School Degree or equivalent
Nice To Haves
- ACD phone system experience or equivalent.
- Basic WEB based training preferred.
- Experience in Salesforce or equivalent product and productivity software desired.
Responsibilities
- Supports the telephone and electronic inbound assistance requests.
- Directs telephone calls or written inquiries to appropriate personnel in the Remote Services Helpdesks or Field Services teams.
- Enters the service call into the Dispatch data screen, dispatches work appropriate personnel and completes the necessary follow-up to ensure the service call has been assigned.
- Updates and maintains scheduling database with current information.
- Interacts with customers and Field Service employees as first level point-of-service contact for scheduling field service repair calls.
- May answer non-technical or basic technical questions at the end user level regarding company products.
Benefits
- medical insurance
- dental insurance
- vision insurance
- 401(k) retirement plan
- life insurance
- long-term and short-term disability insurance
- paid parking/public transportation
- paid time off
- paid sick and safe time
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
