PhotoCake Call Center Representative

DECOPAC INC.•Ramsey, MN

16d•Hybrid

About The Position

THE PHOTOCAKE CALL CENTER REPRESENTATIVE PROVIDES OUTSTANDING SUPPORT AND CUSTOMER SERVICE ON DECOPAC PHOTOCAKE PRODUCTS AND SOLUTIONS TO BAKERIES. THIS INVOLVES PERFORMING A QUESTION DIAGNOSIS WHILE GUIDING USERS THROUGH STEP-BY-STEP SOLUTIONS. SOLUTIONS INCLUDE, BUT ARE NOT LIMITED TO, UNINSTALLING/REINSTALLING BASIC SOFTWARE APPLICATIONS, VERIFYING PROPER HARDWARE AND SOFTWARE SET UP, POWER CYCLING EQUIPMENT, RESOLVING USERNAME AND PASSWORD PROBLEMS AND ASSISTING WITH NAVIGATING WEBSITES AND APPLICATIONS. SUPPORT WILL BE PROVIDED BY CLEARLY COMMUNICATING TECHNICAL SOLUTIONS IN A USER-FRIENDLY, PROFESSIONAL MANNER.

Requirements

High school diploma, GED, or equivalent, with a minimum of 3 years providing phone, helpdesk support or customer service.
Knowledge and experience of customer service practices.
Strong knowledge of software applications including spreadsheet (Microsoft Excel), word processing (Microsoft Word), presentations (Microsoft PowerPoint) and e-mail (Microsoft Outlook)
Experience troubleshooting and testing devices and applications based on Android, iOS, and other operating systems.
Understanding of PCs including, major browsers (IE, FF, Safari, Chrome) and other web-based applications.
Experience using CRM (Customer Relationship Management) software or similar.
Must be able to type at least 30 wpm.
Must be able to function well in a team environment.
Ability to learn and retain new information and concepts quickly and diagnose and solve problems.
Multi-tasking capabilities with meticulous attention to detail.
Exemplary attendance and punctuality.
Strong interpersonal skills with the ability to relate to customers, peers, and management.
Ability to exhibit poise, composure and confidence when confronting stressful or high-pressure situations.
Effective verbal and written communication skills.
Attention to detail.

Nice To Haves

Experience supporting “inkjet” based printing products a plus.
IBM System (AS/400) experience is a plus.
Bilingual Spanish is highly preferred.

Responsibilities

Provide support via phone, email and internet as required 40+ hours per week.
Able to work a shift pattern, Monday to Friday, 10:15am-7:00pm (Thursday off) and Saturday 7am-2pm.
Verify and log customer information in the p8 as per defined standards.
Resolve customer questions and concerns efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
Determine and test scenarios to reproduce user errors.
Receive and process product requests.
Escalate calls to high level or team leads for resolution if needed.
Comply to established goals for performance.
Exhibit and maintain high standards of customer service.
Become familiar with how product can help our customers succeed.
Process System installation and training, and provide phone installation and training.
Set-up new customer accounts.
Assist with product and component testing as directed.
Stay current with system information, changes and updates as communicated.
Work collaboratively as a part of a team to solve complex technical issues.
Report any food safety concerns to Supervisor for resolution, including a food package that is open to the food for any reason.
Other duties as assigned