Customer Service/Tech Support Representative

The Customer Service/Tech Support Representative will be responsible for assisting clients with technical support of merchant processing hardware/software, troubleshooting inquiries, and problem resolution via various contacts methods: telephone, email, tickets, or chat. Success in the role will require the ability to rapidly diagnose customer issues, problem solve with urgency, and know when to escalate to a more senior team member to ensure efficient resolution whilst delivering a great overall support experience.

Key Responsibilities

• Provide customers with a personalized rewarding experience that starts with answering questions as well as understanding each customers unique needs.
• Work with customers to solve various types of technology problems, including Wi-Fi/network connectivity; hardware and software issues; with a knowledge around mobile applications, navigation, and downloads.
• Use Help guide resources, technology, and problem-solving skills to troubleshoot issues.
• Answer "How To" quick-fix questions.
• Take ownership of customer issues through to resolution or escalation while providing accurate and prompt feedback both to the customer and teammates.
• Be the advocate for customers by taking ownership, acting with empathy, and connecting customers to solutions that meet their needs.
• Positive outlook and keen to learn and develop skills while contributing to a high performing and enthusiastic team
• Provide assistance creation and resolution of returns and warranty claim via returns software.

Education and Experience:

• 1+ year of experience in an inbound call center environment and/or a technical troubleshooting background.
• Excellent interpersonal, written, and oral communication skills.
• Technical troubleshooting Help Desk experience in a hardware and/or software environment
• Ability to collaborate with internal and external partners to resolve complex customer escalations
• Ability to express ideas in a clear and concise manner
• Have a commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule.

Qualifications:

• Experience in phone based technical support, customer service, or other related fields.
• Ability to convey technical information to a non-technical audience.
• Strong troubleshooting and critical thinking skills.
• Ability to communicate clearly and concisely through any method.
• Must have a positive and professional demeanor when interacting with customers.
• Excited to learn new skills and work in a team environment.
• Ability to navigate several web-based CRM software for different sales sites.
• Ability to accomplish multiple tasks at a single time e.g., answer email and phone call at same time.
• Basic knowledge of accounting is a plus.
• Ambition to learn new skills and grow.

Hours:

• Monday - Friday 8:00am- 4:00pm
• Possible flex time after completing 30/60/90-day goals

Some additional work from home time may be required on weekends, evenings and holidays to address customer emails and communication. Laptop provided by Nielsen-Kellerman.

Benefits

• Fully paid employee benefits include medical, dental, vision, disability and life insurance
• Voluntary benefits include family medical, life insurance, critical care insurance, FSA dependent care and pet insurance
• Paid Maternity/Paternity Leave
• HSA with employer contribution
• 401k with employer match to 5% after 90 days.
• 9 paid holidays and 80 hours of PTO

All benefits are subject to a benefit waiting period of 60 to 90 days.

Work Authorization/Security Clearance

Must be eligible to work in the US without sponsorship. Security clearance is not required.

Equal Opportunity Employer – At Will Employment

NK is an equal opportunity employer. NK conducts all employment-related activities in full compliance with all applicable Federal and State laws and without regard to an individual’s age, color, gender, disability, marital status, national origin, citizenship, race, religion, sexual orientation, veteran status, or other legally protected category. No person will be discriminated against in hiring or in any other aspect of their employment including training, transfer, promotion, compensation, benefits, and all other aspects of employment. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this position. This is at-will employment.

About NK

Nielsen-Kellerman is the parent company for eight brands focused on helping people succeed in their profession or passion by providing mission-critical measurements, information, insight, and guidance whenever and wherever needed. Ambient Weather, Kestrel Weather, KestrelMet, RainWise, Kestrel Ballistics, MagnetoSpeed, Blue Ocean Megaphones and NK Sports are each recognized as the preeminent products for their applications from meteorology to military, firefighting to farming and rowing to research. Our products ARE us - we design them, build them, sell them, and passionately stand behind them.

NK has been in business for over four decades and is still growing stronger. Working here offers excellent opportunities for personal and professional development as well as the fun and satisfaction of being part of a successful American business. NK is a Lean enterprise committed to American manufacturing and continuous improvement of our design, production, administrative and sales processes.

NK's home office is located in Boothwyn, PA, about 30 minutes southwest of Philadelphia and our Ambient Weather brand operates primarily from Chandler, AZ in the Phoenix suburbs. NK's work environment is informal and high-energy, and our employees' quality of life is important to us. NK is proud to have been named a Philly Top Workplace 9 times, including 2023.