Address
Form of workCustomer Service Representative - Tech Support
General Responsibilities/Role Overview:
Provide enhanced product technical support to customers and Customer Service Representatives. Liaison with Customer Service, Inventory/Parts and Repair areas to facilitate communication on inventory availability and product troubleshooting issues.
Specific Responsibilities:
- Become an expert in Bio Bidet products and usage related issues to effectively instruct for resolution. Acquire and communicate product information to consumers and internal teams.
- Handle escalated customer technical support calls from Customer Service Reps for issues that are beyond the available technical support materials and require additional attention.
- Provide courteous, professional and prompt service to resolve product or service problems by clarifying the consumer's complaint; determining the cause of the problem; selecting and explaining the best solution; expediting correction or adjustment; following up to ensure resolution.
- Record and document all consumer communications in CRM for tracking and incident reporting. Ensure professional and accurate verbal and written communication as measured by grammar, clarity, and completeness.
- Empowered to authorize product replacements and reasonable accommodations for other agents.
- Build/edit troubleshooting guides and take ownership of training Customer Service Reps on any new updates.
- Communicate quality issues and collaborate with Quality Control, Marketing and other internal personnel.
- Provide back-up order processing support when needed.
- Other duties as assigned.
Skills & Qualifications:
- High School diploma or its equivalent
- 4-6 years of Customer Service experience
- Bilingual (Spanish) speaking a strong plus
- Demonstrable data entry and systems orientation
- Ability to read and understand schematics/drawings
- Ability to a strong knowledge base of the product line from a mechanical and functional aspect
- Competent writing skills that are clear, concise and address the issue
- Effective and persuasive verbal communicator and good listener that provides confidence in all situations with customers and internal partners
- Ability to coach, mentor and train
- Ability to gain keen understanding of the product line from a mechanical and functional aspect
- Personal traits: problem solver, accurate, good decision maker, diplomatic, self-starter, dependable, sense of urgency and energetic
- Team traits: supportive, positive attitude, result focus, task sharing, identifies goals and is a strong contributor
- Administrative traits: organized, can multitask, appropriate time awareness, prioritization and adheres to standards
