Customer Service/Technical Support

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Job description

Job Overview

We are seeking experienced and driven Customer Service/Tech Support savvy individuals with a passion for helping customers, resolving issues, and offering a solution. This role is crucial in ensuring we maintain a level of service that drives our business forward.

Responsibilities

  • Provide technical support to customers via phone, email, or chat
  • Document customer interactions and resolutions
  • Collaborate with cross-functional teams to resolve complex technical issues
  • Conduct remote troubleshooting sessions to identify and resolve technical problems
  • Educate customers on product features and functionality

Requirements:

  • Answer incoming calls from customers who require support for their safe and/or other security related product.
  • Heavy data entry and phone demands for accuracy and professionalism.
  • Document each inbound call/email into company database.
  • Deliver service and support to end-users via voice call, email, and third-party software
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Gather customer information and determine the issue by evaluating and analyzing the symptoms
  • Knowledge on all company products and security product for proper troubleshooting/diagnostics.
  • Diagnose and resolve technical hardware and software issues
  • Research required information using available resources
  • Follow standard processes and procedures
  • Identify and escalate priority issues per client specifications
  • Redirect problems to appropriate resource
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
  • Ability to communicate with Sales and Management in a professional manner to provide updates on the designated customer.
  • Excellent communication skills, both verbal and written
  • Proven experience in technical support
  • Proficiency in Microsoft Office applications

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.

Job Type: Full-time
Pay: $20.00 – $22.00 per hour
Expected hours: 40 per week

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Compensation Package:

  • Hourly pay
  • Yearly bonus

Schedule:

  • 8 hour shift
  • Every weekend

Work Location: In person