Maintain up to date product and service knowledge base
Create and manage support tickets
Accurate record keeping and use of customer support software
Provide exceptional service to external users, excelling in empathy, active listening, and ownership
Support customers through various means of communication including email, phone, and chat
Collaborate within your team and cross departmentally to resolve customer inquiries
Ensure timely and successful resolutions for all customers’ issues and concerns
Assist with consumer product returns, including refunds
Create and maintain documents for customer units for repair and return shipments
Create sales orders, estimates, and invoices for services using the ERP system
Achieve desired CSAT scores

Requirements

Reside in one of the following states: AZ, CA, FL, CO, ID, IL, MN, NC, SC, OH, OR, TX, or WI
Be available to work 8:00 AM - 5:00 PM, EST
Excellent oral, written, and interpersonal communication skills
Able to interact and support a wide range of people
Strong troubleshooting, analytical, and problem-solving skills
Knowledge of CRM or help desk/ticketing systems
General knowledge of computer software applications
Excellent organizational and time management skills with the ability to prioritize multiple projects and deadlines
Proficiency with Microsoft Office
Fundamental knowledge of electronic equipment & software programs
Ability to work in a fast-paced environment with a commitment to quality and accountability

Benefits

Medical (PPO)
Dental (PPO)
Vision (PPO)
Life Insurance
401K Plan with up to 3% company match
Paid Vacation & Sick Leave
11 annual paid holidays / Paid Time off for Birthday
Gym membership reimbursement
Flexible Spending Account (FSA)
Discounted Pet Insurance
Job-related training reimbursement

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer support softwareCRM systemshelp desk systemsticketing systemsMicrosoft Officeelectronic equipment knowledgerecord keepingsales ordersestimatesinvoices

Soft Skills

empathyactive listeningownershipcommunication skillstroubleshootinganalytical skillsproblem-solving skillsorganizational skillstime managementability to prioritize