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Customer Support Specialist

Summary:

Primary responsibility is to effectively provide product and service support to end-users of Infomedia products. Performing Customer Service tasks in one or more languages.

Establishing and maintaining an open rapport with customers, ensuring customer confidence and ongoing communication.

Essential Functions:

• Deliver service and support to end-users via inbound or outbound calls, emails or chats for a suite of products and services.

• Provide technical and network problem resolution to customers by performing a question diagnosis, guiding users through step-by-step solutions.

• Uninstall/reinstall basic software applications, verify proper hardware and software set up, assist with application menu navigation and troubleshooting.

• Provision account and user changes received from existing clients.

• Collaborate with peers regarding issues and solutions; identifying and escalating priority issues as needed.

• Consistently process and record call transactions using designated tracking software for future customer reference.

• Escalate unresolvable issues reported during customer interactions to required level and ensure timely follow up and customer satisfaction.

• Follow up and make scheduled call backs to customers on open tickets to ensure customer satisfaction

• Stay current with system information, product updates, new product releases and current product detail

• Collect and communicate customer suggestions for continuous improvement to appropriate personnel

• Other duties as assigned by Management

Qualifications (Knowledge, Skills, Abilities): To perform this job successfully, an individual must be able to perform each essential task satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Local to Detroit, MI required.

• High School Diploma required, College degree or equivalent experience

• Fluency in more than English + Spanish, French, or Portuguese language as required

• Customer Service driven with multi-tasking capabilities

• Strong teamwork and excellent interpersonal skills

• Proper phone etiquette and effective listening skills

• Proficient verbally, grammatically and in written form

• Proven ability to assess technical issues such as network connectivity

• Demonstrated proficiency in the use of personal computers, mobile devices and Microsoft Office.

• Strong Troubleshooting ability and problem resolution skills

• Detail oriented and self-directed.

Apply for Position

Posted
July 15, 2022 1:03:53 PM UTC

Location
Plymouth, Michigan, United States

Employment Type
FULL_TIME

Experience
2 Year