Customer Service Professional
hace 2 semanas
This role is a critical component of our customer success strategy, requiring collaboration with various teams to resolve customer issues and ensure seamless service experience. The position involves handling customer inquiries through multiple channels, meticulously tracking open tickets, and diagnosing root causes for prompt resolutions.
**Key Responsibilities**
- Collaborate directly with technical support engineers, quality analysts, and sales staff to promptly resolve customer issues, fostering a cohesive team approach.
- Maintain accurate records of open tickets, ensuring timely resolutions across the organization, and proactively communicate progress to stakeholders.
- Assume responsibility for handling open service requests, implementing effective fixes, and documenting cases for escalation purposes.
- Diagnose root causes of failures to facilitate prompt resolutions and maintain detailed records for future reference.
- Address customers' technical issues, including product compatibility and configuration, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting, and product availability.
- Interact effectively with customers, company sales, and service representatives, addressing pre-sales and post-sales inquiries.
- Contribute to achieving department goals by making recommendations to management to improve efficiency and effectiveness.
**Requirements**
- Bachelor's degree in Business Administration, Industrial Engineering, Computer Science, or related field.
- Typically 2-4 years of work experience in telephone support, microcomputer industry, or related field.
**Preferred Skills**
- Account Management
- Call Center Experience
- Customer Inquiries
- Customer Relationship Management
- Data Entry
- Inbound Calls
- Key Performance Indicators (KPIs)
- Outbound Calls
- Process Improvement
- Technical Support
**Estimated Salary: $65,000 - $85,000 per year**
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