Customer Support Representative

At Lumasoft, you will be connecting totally from home with our valued customers and giving them the best experience possible. We feel that your success is our success. You will have the opportunity to develop into other roles to enhance your career. We are looking for people who are hungry to learn new things, love people, and want to provide world class Customer Support.

Apply now. . . Remote. . . 12 year old US-Based Company

Full-time schedule from 9:00 am - 5:00 pm.

Responsibilities

1- Answering customer inquiries via phone, email, or chat in a clear, friendly, timely and professional manner.

2- Diagnosing and resolving technical issues by guiding customers through step-by-step instructions, troubleshooting, or remote access tools.

3- Providing product information, pricing, and availability to assist customers with choosing the right software for their needs.

4- Recording detailed information about each customer interaction, including the problem description, steps taken for resolution, and any additional notes for future reference.

5- Noting areas where existing documentation is lacking and working on improving it and adding new articles.

6- Ensuring high levels of customer satisfaction by providing timely and accurate responses, showing empathy towards customers’ frustrations, and following-up on resolved issues.

7- Keeping up-to-date with product knowledge and industry trends.

8- Following established guidelines for handling customer inquiries, maintaining confidentiality of sensitive information, and adhering to company standards for professionalism and quality of services.

9- Achieving individual performance goals such as average handling time (AHT), full resolution time, first reply time, customer satisfaction ratings (CSAT), or any other key performance indicators (KPIs), set by the company.

Requirements

1- Associate's degree in computer science, engineering, IT, photography, media or related field.

2- Minimum of 2 years of experience as a technical customer service representative.

3- Fluent in written and spoken English

4- Strong technical problem-solving skills with the ability to think creatively to resolve issues.

5- Ability to work independently as well as part of a team in a fast-paced environment.

6- Strong PC troubleshooting skills.

7- Proficient in fast typing to communicate quickly with customers over chat and update documentation.

8- Must have reliable and fast internet connection.

Preferred but not required

1- Working knowledge of Zendesk or similar ticketing system.

2- Familiar with Canon, Nikon or Sony cameras.

3- General knowledge of DSLR and mirrorless cameras.

4- Experience using iPad/iPhone and Mac is a plus.

Job Type: Full-time

Pay: $40,000.00 - $65,000.00 per year

Benefits:

• Flexible schedule
• On-the-job training
• Paid time off
• Professional development assistance
• Work from home

Experience level:

• 10 years
• 11+ years
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Application Question(s):

• Do you have any experience with photography?
• Why do you think you are a good fit for this position?

Education:

• Associate (Required)

Ability to Relocate:

• East Brunswick, NJ 08816: Relocate before starting work (Required)

Work Location: Hybrid remote in East Brunswick, NJ 08816