Customer Account Support Agent- Central Region

Siemens Healthineers

4d•Onsite

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

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
1-3 years of experience in a Customer Service environment or Call Center desired
Obtains and completes LMS training plan specific to assigned responsibility.
ACD phone system experience or equivalent.
Basic WEB based training preferred.
Experience in Salesforce or equivalent product and productivity software desired.
Exceptional customer service skills and good PC skills
Ability to work with minimal direction.
Organized and a self-starter.
Excellent phone and communication skills
Must be able to work with controlled technology in accordance with US export control law.

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.