Technology Customer Support Representative

Superfeet Worldwide, Inc.; Mississippi; Remote; USD 60,000 - 80,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Technologie-Kundenservice-Mitarbeiter, der technische Unterstützung für Kunden bietet und eine positive Erfahrung schafft. In dieser Rolle unterstützen Sie Kunden bei technischen Anfragen und verwalten Bestellungen mithilfe von Microsoft Dynamics 365. Sie sind Teil eines engagierten Teams, das sich für die Verbesserung des Lebens der Menschen einsetzt und gleichzeitig ein ausgewogenes Arbeitsumfeld fördert. Wenn Sie eine Leidenschaft für Kundenservice und Technologie haben, ist dies die perfekte Gelegenheit für Sie.

Benefits

100% Arbeitgeberfinanzierte medizinische Versicherung

Zahn- und Augenversicherung

Lebensversicherung

Urlaubs- und Krankheitszeiten

401(k) Arbeitgeberbeiträge

$1,000 jährliche Spende an die Wohltätigkeitsorganisation Ihrer Wahl

Mitarbeiterrabatte auf Produkte

Qualifications

• 2+ Jahre Erfahrung im Kundenservice erforderlich.
• Erfahrung mit CRM-Software, vorzugsweise Microsoft Dynamics 365.

Responsibilities

• Technischen Support für Kunden im Zusammenhang mit Hardware und Software bereitstellen.
• Dokumentation aller Supportfälle in Microsoft Dynamics 365.

Skills

Kundenservice

Microsoft Office Suite

CRM Software

Analytische Fähigkeiten

Kommunikationsfähigkeiten

Education

High School Diplom

Tools

Microsoft Dynamics 365

Remote Management Software

Job description

Why Join Superfeet Worldwide?

Superfeet Worldwide is not just a workplace; it's an exceptional community driven by a deep commitment to positively impact lives. With over 40 years of innovation, we focus on delivering shape and support to enhance the well-being of all individuals. Our brand thrives on a harmonious blend of biomechanical science and technology, a genuine passion for helping people, and an infectious love for fun. At Superfeet, we see our employees as invaluable contributors, fostering an inclusive environment that inspires growth and innovation and challenges the status quo.

We believe in a well-rounded lifestyle and offer a comprehensive compensation package that includes 100% employer-paid medical, dental, vision, life insurance, and employee assistance program premiums. We support a healthy work-life balance by providing paid holidays, vacations, sick time, and paid opportunities for community volunteering. Moreover, we value our employees’ future and offer employer matches for traditional or ROTH 401(k) and a $1,000 annual contribution to the charity of their choice. As an employee, you can also enjoy discounts on our products (think free).

Joining Superfeet means bringing yourself to be part of a team dedicated to shaping not only the lives of our customers but also your exciting career journey.

Who Are We Looking For?

The Technology Support team has three primary populations to serve: the general consumer, Superfeet customers, and the Superfeet team. The Technology Customer Support Rep is responsible for providing technical support and personalized product support for each of these groups. The primary function of the Technology Support team is to create a positive experience for our customers through excellent customer service. This position will require performance and understanding of all tasks related to the daily operation of the Superfeet technology and 3D printed products business.

What You’ll Do:

• Support customers related to technology hardware and personalized product order status, technical help withSuperfeet covered hardware and software, and other support needs they may have
• Fully document all support cases and resolutions in Microsoft Dynamics 365
• Follow and support the technology and personalized product related opportunities in Microsoft Dynamics 365
• Update and maintain account information in Microsoft Dynamics 365 related to installations, technology hardware serial numbers, and Technology Care Agreements
• Monitor and maintain information within the order management system
• Support all company promotions and initiatives related to personalized products and the technology solutions
• Collaborate with external partners and retailers to assist customers.
• Update and maintain Standard Operating Procedure (SOP) notebooks
• Use Remote Management and Monitoring software to support and monitor health ofSuperfeet covered hardware for technology customers
• Process Credit Memos, Customer Warranties, and Return Authorizations related to personalized products
• Provide customers with training and educational resources as needed
• Ensure personalized product orders being generated throughSuperfeet’s technology solutions are converted to orders and fulfilled within Service Level Agreement (SLA) expectations
• Join technology support meetings to collaborate on ongoing projects and tasks.
• Manage customer calls, emails, and other daily tasks in a timely manner to meetSLA requirements.
• Make recommendations to management regarding recurring issues and procedural changes
• Issue Technical Support and Technology Care Package invoices
• Enter technology hardware orders
• Travel as needed

Your Skills and Abilities:

• Excellent interpersonal and customer service skills.
• Excellent verbal and written communication skills with the ability to describe complex information in a clear and concise manner (including presenting and communicating to medical professionals).
• Excellent organizational skills and attention to detail.
• Proficiency in Microsoft Office Suite (Outlook, Excel, OneNote, Teams, Planner).
• Proficiency with CRM software (Microsoft Dynamics 365 preferred).
• Strong analytical and problem-solving skills.
• Ability to travel to the corporate office or other business-related events as needed

Qualifications:

• High school diploma or equivalent, preferred.
• 2+ years’ experience in customer service.
• Retail or specialty store experience, preferred.
• Experience with CRM software, Microsoft Dynamics 365 preferred.

Superfeet can welcome remote team members innon-salesroles in the following states:

• Washington
• Nevada
• Ohio
• South Dakota
• Texas
• Wyoming

If you live in a state outside of the nine states listed above and you do not have plans to relocate to one of these states, unfortunately, we are unable to consider your application. We appreciate your understanding.

Compensation:$17.00 - $20.00/Hour

Location:Remote (or Hybrid depending on location).

As part of our standard hiring process for new employees, employment withSuperfeet will be contingent upon the successful completion of a drug screen and background check. Candidates must be 18 years or older to apply.

All applicants and employees will enjoy equality of opportunity and fair treatment without regard to race, color, age, religion, pregnancy, sex, sexual orientation, disability, gender identity, gender expression, national origin, genetic information, veteran status, marital status, or prior protected activity.