Customer Support

• Provide basic technical support and assistance to customers via e-mail, phone, or chat
• Address and respond to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance
• Answer incoming customer telephone calls in a courteous and professional manner
• Respond to and investigate customer inquiries, concerns and issues in a timely and courteous manner
• Provide customers with preventive maintenance and configuration recommendations
• Record and route customer requested changes in an appropriate manner
• Escalate more complex inquiries to a higher-level support team
• Answer customer inquiries and provide accurate technical and/or product-related information
• Research, troubleshoot and resolve customer complaints, technical problems and/or billing issues
• Follow up with customers consistently when necessary
• Effectively communicate customer issues, feedback and concerns to all applicable internal staff members
• Document support interactions, including details of inquiries, complaints, comments, and actions taken in customer database and/or Salesforce
• Organize and maintain case assignments and correspondence
• Maintain working knowledge of products and/or services
• Stay up-to-date on industry terminology
• Stay current on internal company communications
• Prepare correspondence for company ticketing system as needed
• Able to use one’s time effectively and productively
• The ability to find quick and clever ways to overcome difficulties
• Ability to prioritize and manage multiple tasks
• Maintains prompt attendance and timeliness
• Respond to all employee inquiries via all company media
• Work under close supervision of the Client Service Manager(s)
• In office work dependent upon the company’s needs
• Occasional on-call weekend coverage may be required
• Mandatory overtime may be required on a monthly basis

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