Technical Support RepresentativeCustomer Care- Need local to OK

Profile

Client is looking for passionate, customer-focused representatives to play a pivotal role in the experience of customers through providing quality service and technical support. The Technical Support Representative, Customer Care, is part of a supportive, service-oriented team that engages in real-time troubleshooting with customers to resolve technical issues.
The Technical Support Representative plays a critical role in educating residential Client’s customers about the installation and use of products. Position also helps grow the company through capturing opportunities to offer additional or upgraded services to customers as available.
Primary Responsibilities
Technical Expertise
Work in call center environment answering inbound customer calls concerning questions about one or more products (e.g., instructions about hooking up Client’s equipment or their own)
Discover the root cause of the problem and the action required to solve it, whenever possible, using company databases, customer information, and collaboration with other departments
Engage in real-time troubleshooting while customer is on the telephone and schedule a service appointment in the system if the problem cannot be resolved. Negotiate appointment time with the customer and educate the customer if there is a charge for the service call
Provide total customer service by answering basic questions about programming over the phone and partnering customers with Sales for complex questions
Promote Quality Customer Experience
Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Client’s departments
Provide customer support by asking questions and listening to customers in order to understand their needs, requests, or problems
Keep customer informed about progress through checking status of work orders in customer record system
Provide seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments
Drive Business Growth
Grow the company through identifying sales lead generation opportunities, promoting Client’s services, and offering service contracts. Add contracts as authorized by customers
Minimum Requirements
6 months work experience providing service directly to customers
6 months experience using a computer
16 years of age or older
High school graduate or GED or equivalent work experience
Eligibility to work in the United States
Preferred Qualifications
6 months experience troubleshooting basic hardware, software, and/or connectivity issues
6 months experience working in a position that requires meeting sales goals
Senthil Kumar
3i People, Inc.
5755 North Point Parkway
Suite 9
Alpharetta, GA 30022
****
****
Web: ****

Company info

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