Customer Service Technical Associate Tier 1

Uptodate • Hagerstown, MD

127d • $45,100 - $61,700 • Hybrid

About The Position

You will enhance the customer experience by addressing technical issues and providing support. Your role will involve a mix of operational and administrative tasks, ensuring customers receive prompt and accurate solutions to their concerns. You will report to the Manager, Customer Service Operations. The shift will be 12:00pm ET - 9pm ET. Training for the first six weeks will be 8:00am ET - 5:00pm.

Requirements

• 2+ years' experience in a B2B technical service role or equivalent education
• Knowledge of technical customer service processes
• Excellent verbal and written communication skills
• Troubleshooting and solving technical issues (connectivity, hardware, and software)
• Working with professionals via phone and email
• Building rapport with co-workers and customers
• Gathering and analyzing customer data and user requirements
• Integrating information from multiple sources quickly and accurately
• Demonstrated ability to prioritize and manage multiple projects
• Working in a fast paced, dynamic, and changing environment
• Experience documenting information in a CRM system
• Experience using an order fulfillment system
• Experience with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook

Responsibilities

• Receive, evaluate, and answer customer problems and issues in a timely manner following established customer service procedures via phone and email
• Maintain or exceed quality performance metrics, including call monitoring scores
• Communicate and explain information and data to customers and other team members
• Utilize critical thinking and software testing to identify bugs and potential fixes
• Assume remote control over customers' computers when necessary to resolve problems
• Escalate issues for resolution when warranted
• Work non-standard hours when necessary
• Perform other duties as requested by Manager

What This Job Offers

• Job Type: Full-time
• Industry: Web Search Portals, Libraries, Archives, and Other Information Services
• Education Level: No Education Listed