Technical Call Center Agent
About The Position
Provide front-line support to business-to-business clients (non-consumer) via phone, email and chat to customers on various Panasonic products. Assist customers in basic troubleshooting and provide support for Panasonic software applications. Create repair orders, process service loaners/exchanges, and otherwise assist customers with technical issues within established guidelines. Company Overview: As technology evolves at a resounding pace, so too do the needs of our customers and the communities they serve. Support in today’s market has transitioned from simple warranty support to complex end-to-end solutions. With comprehensive service and support offerings, our job is to keep your team well-equipped, productive, and connected. Our highly trained staff of technicians provides expertise ranging from hardware integration and warranty support to product customization and field-ready kitting. Our multilingual customer engagement specialists are on standby, ready to assist your team with advanced troubleshooting and diagnostics 24/7/365. We are committed to providing best-in-class service and solutions, ensuring successful outcomes and enhancing the customer’s experience.
Requirements
- Previous call center experience preferred
- Fundamental understanding of electronics required
- Ability to read and understand technical documents and manuals
- PC literate with the ability to use Microsoft Word, Excel and Power Point
- Ability to perform multiple tasks simultaneously
- Ability to work in a diverse, team-based environment
- Ability to work independently with limited guidance
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment
- Ability to follow established practices and procedures in analyzing situations or data from which answers can be readily obtained
- Excellent oral and written skills; ability to respond positively to customer emotions, stress and negative circumstances; ability to overcome objections using skillful persuasion
Responsibilities
- Provide exemplary customer service to internal and external customers
- Provide support for product specific incoming calls, chats and emails
- Demonstrate timely and efficient resolution of customer contacts
- Exercise empowerment within guidelines when accommodating customers
- Evaluate, research and escalate as appropriate for skill level
- Support customer requests for general inquiries and route as appropriate
- Accurately document customer contacts within product-specific ticketing systems
- Demonstrate efficient and appropriate use of resources
- Demonstrate knowledge and ability to learn new products and product types
Benefits
- Health Benefits – Medical, dental, and vision.
- Voluntary Benefits – Life, accident, critical illness, disability, and pet insurance.
- Panasonic Retirement Savings & Investment Plan (PRSIP) – 401(k) plan with company matching contributions.
- Paid Time-Off Benefits – PTO, holidays, and volunteering (company sponsored events)
- Health Management and Wellbeing Programs – EAP, virtual health management (Teledoc), Lifestyle program, Diabetes Management (Livongo), Mindful by Blue KC, and A Healthier You program.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
