Customer Support Representative II

SGS Consulting; Iowa City (IA); Presencial; USD 42 000 - 64 000; Tempo integral

Resumo da oferta

SGS Consulting is seeking a customer-focused technical support professional to handle front-line inquiries via phone, email, and chat.

You will document interactions in our case management system and help maintain online tools to resolve product issues, supporting 80+ products and ensuring customer satisfaction.

Qualificações

• Manager highly prefers candidates with a degree in any field such as Business, Math, Ag, etc.
• If they are a high school graduate with no additional education, he would like to see them have a technical certification that shows that they understand how IT database management works

Responsabilidades

• Provide front-line technical support via phone, email, and chat.
• Document each interaction in the case management system.
• Develop and maintain online support tools and solutions.
• Support 80+ products as part of the team

Conhecimentos

Interpersonal skills

Negotiation

Conflict resolution

Customer service

Consumer software

Troubleshooting

Off-shift availability

Data management

Formação académica

Bachelor's degree

Descrição da oferta de emprego

Job Responsibilities

The support team provides front-line technical support/information/solutions to dealers and customers on product related inquiries, issues, and concerns to optimize customer satisfaction and retention. Technicians provide support via multiple channels (telephone, email, and chat) while effectively documenting each interaction within our case management system. Technicians also create and maintain support tools/solutions available online. A few of the 80+ products supported by this support team

Skills

• Skills in interpersonal communications, negotiation, and conflict resolution
• Experience with customer service / support
• High comfort level and experience with consumer software applications
• Strong computer and troubleshooting skills
• Ability to work off-shift hours and occasional holidays to support the business
• Experience with data management

Education/Experience

Manager highly prefers candidates with a degree, in any field such as Business, Math, Ag, etc.. If they are a high school graduate with no additional education, he would like to see them have a technical certification that shows that they understand how IT database management works