Customer Service Representative at EPITEC in Smyrna, Georgia

Job Description:

You will be part of an exciting, fast-paced team working directly with customers to provide live technical support by phone, email, and chat. You will serve as a key point of communication between our customers and our engineering and management teams, as well as with service providers we partner with. You will be trained on StreamLabs products, services, software, mobile apps, and processes, as well as general plumbing knowledge, and will be trained and coached through proper communications techniques, scripts, and business processes related to Customer Support.

Responsibilities

• Answer incoming customer phone calls and email
• Respond to missed calls and contact customers in a timely manner
• Troubleshoot inbound customer technical issues (App-based questions, product issues, installation-related questions)
• Capture customer feedback, issue type, and resolution in CRM system
• Work with customer and internal technical and engineering teams on product or service escalations
• Initiate and enter Return Material Authorizations when appropriate

Qualifications

• High school diploma or GED certificate; associate degree preferred
• Ability to prioritize tasks and work on multiple simultaneous projects
• Technical proficiency with Wi-Fi, device pairing, smart phone apps
• Very Familiar with Internet of Things (IoT) technologies, preferably including cellular gateways, hotspots, and LoRaWAN devices or equivalent
• Experience using Customer Relationship Management (CRM) software
• Experience using Enterprise Resouce Planning (ERP) software
• Ability to speak clearly, articulately, and grammatically correctly
• Experience with Microsoft office 365
• Excellent written and verbal communication and documentation skills
• Familiarity with ZenDesk / Autotask / EPICOR P21
• Excellent time management skills with proven ability to meet deadlines

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