Receive inbound telephone calls, chat messages, and emails on product questions.
Provide excellent customer service, technical troubleshooting, and problem resolution.
Provide user-friendly explanations and follow-up using telephone, emails, and/or chat, and in person communication.
Resolve customer problems in a friendly and timely manner in order to ensure customer satisfaction.
Open trouble tickets using the trouble ticking tool (CSR) and document action steps and resolutions including follow-up.
Ensure issues are fully documented within the CSR (trouble ticket tool) application that allows for seamless escalation to other personnel as required.
Use professional judgment to resolve a problem.
Escalate customer concerns as necessary to management, as required.
Serve as liaison between customers and other personnel. Communicate problems and trends to team for internal resolution.
Tier 2 or 3, you will assist and communicate with Tier 1 seasonal technical support and resolve reported problems.
Provide assessment of existing systems and recommend improvement.
Develop technical solutions to be posted to both internal and external knowledge base.
Software testing of new and enhanced software applications.
Perform other duties as assigned
** 3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply. **