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SalaryAVADirect, a recognized and growing leader in the custom computer industry, is seeking a Sales & Support Representative for our Twinsburg, Ohio location. The Sales & Support Representative is responsible for providing both pre-and post-sale support to customers. They will work to manage web store inquiries, field potential leads and meet or exceed monthly sales expectations at the appropriate gross margin while increasing customer satisfaction, as well as supporting those customers by initiating Technical Support, Returns, and Warranty service when needed.
Key Responsibilities:
- Create a positive AVADirect Customer Experience.
- Maintain sales and support standards within in a timely manner.
- Accurately inspect, investigate, and process customer transactions such as orders, quotes, warranties, upgrades.
- Assist with the collecting information and directing customers to the appropriate AVA representative.
- Complete basic diagnostics for support-related issues, utilizing the internal ticket system to relay cases to the correct representative.
- Communicate status updates on customer requests.
- Follow up on back-logged orders/RMAs to generate action and expedite processes.
- Proactively recommend items needed by customers to increase customer satisfaction and improve transaction profitability.
- Educate customers about terminology, features and benefits of products to improved product related sales and customer satisfaction.
- Monitor scheduled shipment dates to ensure timely delivery and expedite as needed.
- Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaints.
- Answering incoming phone calls, chats, and emails while providing a high level of satisfaction to customers.
- Work with Production and Quality Control to determine potential solutions for hardware and software problems.
- Recommend corrections to procedures that prove detrimental.
- Respond to 40-60 customer emails and/or message boards per week.
- Capable of documenting problems in our support solution database.
- Effective and efficiently provide solutions to customers under time constraints.
Qualifications:
- Associate’s degree preferred.
- Strong communication and organizational skills.
- Proactive, self-disciplined and able to work in both teams or independently.
- Ability to work under time constraints.
- Capability of troubleshooting basic aspects of a custom desktops, servers and/ or notebook’s either on-site or remotely.
- Knowledge and an understanding of PC hardware components and software.
AVADirect Custom Computers is an equal opportunity employer. AVADirect provides equal employment opportunities to all employees and applicants for employment without regard to age, race, color, religion, sex, sexual orientation, national origin, citizenship status, marital status, disability, or veteran status in accordance with applicable laws.
