Position Title: Technical Customer Support Representative
My name is Bill Stevens, and I have a new eight month plus Technical Customer Support Representative opportunity available for a major firm located in Smyrna, Georgia that could be of interest to you, please review my specification below and I am available at any time to speak with you so please feel free to call me. There will be an initial six week paid onsite training. Once the ideal candidate exhibits the proficiency required, a Hybrid work schedule will be available from the Project Manager with the hours for this role being 8:00am-6:00pm EST.
The ideal candidate should also possess a green card or be of citizenship.
This position pays $20.00 per hour on a w-2 hourly basis. No Visa entanglements and no H1-B holding companies.
Scope:
Upon joining the firm as a Technical Customer Service Team Member, you become part of an organization that believes in service excellence. 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 the firms 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
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 Zen Desk / Autotask / EPICOR P21
Excellent time management skills with proven ability to meet deadlines
The interview process will include an initial telephone or Zoom screening.
Please let me know your interest for this position, availability to interview and start for this position along with a copy of your recent resume or please feel free to call me at any time with any questions.