NSC Cust Support Associate

Aarons•Atlanta, GA

1d•Remote

About The Position

The Customer Support Associate manages all issues presented by our stores and corporate offices, to maintain positive customer relationships within our organization. They interact directly with callers to listen to concern, provide troubleshooting, and resolve issues. A proactive Customer Support Associate will anticipate callers’ questions and familiarize themselves with our applications, products, and services to provide the best troubleshooting for resolution.

Requirements

Basic to intermediate technical knowledge.
Basic to intermediate troubleshooting skills.
Excellent communication and customer service skills.
Intermediate call center skills.
Familiarity with customer-relationship management (CRM) software programs (ServiceNow).
Strong command of written and verbal English.
Excellent organizational and multitasking skills.
Ability to maintain a calm and polite manner in stressful situations.
Ability to work morning, afternoon, night, and weekend shifts.
1 year required customer service in a call center environment.
High School Diploma required.

Nice To Haves

2 years of customer service in a call center environment preferred.
College degree in Information Technology or Technical college degree preferred.

Responsibilities

Answer and respond promptly and professionally to incoming calls, chats, and email.
Document interactions completing troubleshooting steps using knowledgebase articles to work towards issue resolution.
Establish and maintain a good rapport with callers by using positive language and anticipating their needs.
Perform level 1 troubleshooting on reported issues.
Update all work performed and document incident details until the issue is resolved.
Handle, document, resolve or escalate any email issues presented.