Full-Time Customer Support Agent

Acculynx•Beloit, WI

1h•Onsite

About The Position

AccuLynx is a SaaS provider of CRM and project management software for roofing contractors. The Customer Support Agent serves as a liaison for customers, provides product and service information, and resolves customer problems accurately and efficiently. The role focuses on delivering excellent service, responding efficiently to inquiries, and maintaining high customer satisfaction. It is based in AccuLynx’s Beloit, Wisconsin office; full-time remote work is not available.

Requirements

1–3 years of prior customer support experience and a strong customer orientation.
Excellent verbal and written communication skills, including the ability to communicate effectively with end users with varying levels of technological knowledge.
A passion for technology.
Ability to prioritize and manage time effectively while handling customer calls and chats and documenting interactions.
Ability to sit for extended periods.
High school degree or an associate degree in an IT-related field is preferred.

Nice To Haves

High school degree or an associate degree in an IT-related field.

Responsibilities

Manage incoming calls, identify customer needs, and help customers use the web-based application.
Handle customer complaints and provide appropriate solutions or alternatives within established time limits; follow up to ensure resolution.
Record customer interactions and update the ticket-tracking system with call details.
Escalate trouble tickets to the appropriate department.
Build sustainable customer relationships through open and interactive communication.
Provide accurate, valid, and complete information using appropriate methods and tools.
Meet personal and customer service team KPI targets and call-handling quotas.
Follow communication procedures, guidelines, and policies.
Perform other related duties as assigned.