Customer Service/Tech Support Representative

Nielsen-Kellerman Co • Chandler, AZ

6h • $18 - $20

About The Position

The Customer Service/Tech Support Representative will be responsible for assisting clients with technical support of merchant processing hardware/software, troubleshooting inquiries, and problem resolution via various contacts methods: telephone, email, tickets, or chat. Success in the role will require the ability to rapidly diagnose customer issues, problem solve with urgency, and know when to escalate to a more senior team member to ensure efficient resolution whilst delivering a great overall support experience.

Requirements

• 1+ year of experience in an inbound call center environment and/or a technical troubleshooting background.
• Excellent interpersonal, written, and oral communication skills.
• Technical troubleshooting Help Desk experience in a hardware and/or software environment
• Ability to collaborate with internal and external partners to resolve complex customer escalations
• Ability to express ideas in a clear and concise manner
• Have a commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule.
• Experience in phone based technical support, customer service, or other related fields.
• Ability to convey technical information to a non-technical audience.
• Strong troubleshooting and critical thinking skills.
• Ability to communicate clearly and concisely through any method.
• Must have a positive and professional demeanor when interacting with customers.
• Excited to learn new skills and work in a team environment.
• Ability to navigate several web-based CRM software for different sales sites.
• Ability to accomplish multiple tasks at a single time e.g., answer email and phone call at same time.
• Basic knowledge of accounting is a plus.
• Ambition to learn new skills and grow.

Responsibilities

• Provide customers with a personalized rewarding experience that starts with answering questions as well as understanding each customers unique needs.
• Work with customers to solve various types of technology problems, including Wi-Fi/network connectivity; hardware and software issues; with a knowledge around mobile applications, navigation, and downloads.
• Use Help guide resources, technology, and problem-solving skills to troubleshoot issues.
• Answer "How To" quick-fix questions.
• Take ownership of customer issues through to resolution or escalation while providing accurate and prompt feedback both to the customer and teammates.
• Be the advocate for customers by taking ownership, acting with empathy, and connecting customers to solutions that meet their needs.
• Positive outlook and keen to learn and develop skills while contributing to a high performing and enthusiastic team
• Provide assistance creation and resolution of returns and warranty claim via returns software.

Benefits

• Employee benefits include medical, dental, vision, disability and life insurance
• Voluntary benefits include family medical, life insurance, critical care insurance, FSA dependent care and pet insurance
• Paid Maternity/Paternity Leave
• HSA with employer contribution
• 401k with employer match to 5% after 90 days.
• 9 paid holidays and 80 hours of PTO
• All benefits are subject to a benefit waiting period of 60 to 90 days.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees