Customer Service Technical Associate Tier 1

Uptodate-posted 2 months ago
$45,100 - $61,700/Yr
Full-time
Hybrid • Hagerstown, MD
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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.

  • 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
  • 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
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