This role is responsible for collaborating with various teams to resolve customer issues, ensuring utmost customer satisfaction and seamless customer service experience. The role involves efficient handling of customer inquiries through multiple channels, meticulous tracking of open tickets, and diagnosing root causes for prompt resolutions. The role includes interacting with customers and contributing to department goals through recommendations for efficiency improvements.
**Responsibilities**
- Collaborates directly with technical support engineers, quality analysts, and sales staff to promptly resolve customer issues, fostering a cohesive team approach.
- Keeps meticulous track of open tickets, ensuring timely resolutions across the organization, and proactively communicating progress.
- Assumes responsibility for handling open service requests, implementing effective fixes, and meticulously documenting cases for escalation.
- Diagnoses the root causes of failures to facilitate prompt resolutions and maintains detailed records for future reference.
- Addresses customers' technical issues, including but not limited to product compatibility and configuration, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting, and product availability.
- Interacts effectively with customers, company sales, and service representatives, addressing a wide range of pre-sales and post-sales inquiries.
- Assists in achieving department goals and actively contributes by making recommendations to management to improve efficiency and effectiveness.
- Develops conclusions, recommendations, and written reports, contributing proactively through research and data analysis support, and sharing knowledge to foster a knowledge management culture.
**Education & Experience** Recommended**
- Four-year or Graduate Degree in Business Administration, Industrial Engineering, Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 2-4 years of work experience, preferably in telephone support, microcomputer industry, or a related field or an advanced degree with little or no work experience.
**Preferred Certifications**
NA
**Knowledge & Skills**
- Account Management
- Call Center Experience
- Customer Inquiries
- Customer Relationship Management
- Customer Success Management
- Customer Support
- Data Entry
- Inbound Calls
- Key Performance Indicators (KPIs)
- Outbound Calls
- Process Improvement
- Technical Support
- Workflow Management
- Good English communication and writing skills.
**Cross-Org Skills**
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity
**Impact & Scope**
- Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.
**Complexity**
- Responds to routine issues within established guidelines.
**Disclaimer
