F.A. Davis

Customer Support

• Facilitate day-to-day operations of the customer support department
• Meet service level standards for response and fulfillment (domestic orders within 24 hours, international within 48 hours)
• Handle 90% of incoming calls within 3 minutes
• Respond to all emails and tech tickets within 1 business day
• Manage phone, email, and electronic orders and inquiries within 24 hours
• Communicate professionally with instructors and students to resolve inquiries
• Effectively resolve technical support inquiries regarding products while educating customers
• Maintain organized email and electronic filing system for references and reports
• Assist with special projects and reports as needed
• Maintain current product knowledge
• Cross-department communications

Customer Support Specialist