Employer: Majorel
Position Summary:
The customer service/technical support representative handles customer questions and resolves customer’s technical issues. The position is dealing with customer requests and complaints by following program specific guidelines. The communication with the customer takes place over the phone. The diagnosis and provision of a path to resolve inquiries and technical issues related to all aspects of our client’s product line are the main responsibilities of this position.
Overall Responsibilities:
- Handling the customer technical inquiries and driving the call to resolution by troubleshooting the problems. This includes hardware, software, networking and interactions with the host computer OS and applications
- Listen and respond to customers’ needs, concerns, requests and complaints
- Provide information about products and services
- Record details of customer contacts and actions taken by accurately log all interactions via program specific contact management systems
- Research answers or solutions as needed
- Creating and maintaining a positive and professional relationship to the customer
- Refer customers to supervisors, managers, or others in case of escalation
Job Requirements:
- High School Diploma or equivalent required.
- Extended computer user skills including strong keyboarding skills
- Basic IT knowledge (questions around iOS handling, Internet handling, commonly used IT products, etc.)
- Familiarity with iOS and/or macOS, or comparable technology, is preferred
- Experience in customer facing environments (phone, chat, in person, etc.) interaction in some capacity (can include volunteer work, or project work while in school)
- Demonstrates passion for customer service, ownership of the customer experience and determination to deliver a comprehensive resolution
- Obsesses over the customer experience and constantly strives to exceed their expectations
- Communicates clearly and effectively, both written and verbal (in required language)
- Effectively tailors communication and style to differing audiences and reads verbal and non-verbal cues
- Approaches problems flexibly and is able to adapt and modify approach without compromising outcome
- Thrives in a team environment: seeks and provides expertise, challenges productively and help others succeed
- Energy and excitement to master current role, eager for challenges to grow within it and drive to develop skills in the organization
- Stays curious and inquisitive in the pursuit of professional excellence
- Effective time management strategy including ability to multi-task, prioritize, organize and balance workload
- Professional and/or personal technical troubleshooting experience
- Deep curiosity for understanding technology, passion for learning more and sharing knowledge with others
- Uses analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology
- Confidently navigates through multiple systems and tools to research, comprehends and delivers solutions to customer in real time
- Self-manages and works independently in a fast-paced and highly-demanding environment
- Embraces repetition of core job duties, yet eager to take on more responsibility when needed
- Strong sense of professionalism exhibited by remaining positive, calm and composed under pressure
- Self-awareness to identify, address and manage navigating through challenges associated with the role
- Remains focused and poised despite criticism and setbacks
- Eager to receive feedback, embraces coaching and demonstrates changes as a result
- Strong sense of professionalism exhibited by remaining positive, calm and composed under pressure