Senior Demand Generation Manager, SMB
Pilot.com
OracleSFDC
Customer Service Representative
Imagine Communications
full-time
Posted on:
Origin: • 🇨🇦 Canada
Visit company websiteJob Level
Junior
Tech Stack
Oracle
About the role
- Respond to general questions from customers and internal personnel regarding customer issues
- Serve as first level of contact for customers requiring Technical Support of internal products (Tier 1)
- Answer calls, Omni-Channel chat, emails and perform minor troubleshooting
- License generation and processing orders for internal and external customers
- Monitor service inventory and perform general administrative tasks
- Act as primary contact for internal technical support staff and for questions regarding status of service orders
- Escalate technical issues to appropriate Support Specialist, Technologist, or Inside Sales Engineer
- Perform all aspects of order entry: receipt of PO, data entry of order, ensure product shipped on time, invoice customers
- Confirm accuracy of pricing, discounts, model numbers and obtain configurations when necessary
- Determine sales tax requirements when necessary
- Work with Finance to resolve credit issues and supply supporting documentation
- Complete all Metrix and Oracle transactions timely and accurately
- Follow-up with customers to ensure issues are adequately resolved
- Participate in customer support projects
Requirements
- College degree preferred
- 1+ year experience providing customer service/technical support
- Working knowledge with Oracle Business Systems; Salesforce preferred
- Proven experience with Microsoft Office
- Superior customer engagement skills
- Ability to work independently
- Comfortable working in an entrepreneurial, fast-paced business environment
- Exceptional communication and interpersonal skills
- A second language would be considered an asset
- Must be flexible to work a rotating shift (including evenings, weekends, and holidays)
- Assure constant coverage of the call center phones – 24/7
