Customer Support Representative

Position Overview Under the direction of the Technical Support Supervisor, the Customer Support Representative handles a high volume of customer contacts through phone, email, and chat. Agents perform technical troubleshooting and a variety of customer technical support duties in accordance with company policies and procedures. This is a non-supervisory position. Responsibilities Maintain good attendance and adherence to schedule. Answer and respond to a high volume of phone calls, emails, and chat contacts from customers in need of technical support. Support multiple queues. Follow posted protocols and diagnostics to help troubleshoot and resolve problems in a cost-effective way. Create parts orders; dispatch service technicians; collect billing information. Document and maintain comprehensive customer case records. Efficiently utilize tools and resources Achieve and maintain posted KPIs including but not limited to contacts, order accuracy, availability, and quality. Promote a positive and collaborative team atmosphere with co-workers. Build and maintain working knowledge of products. Complete all required training and ongoing education. Other duties as assigned Requirements Minimum high school diploma or equivalent required Experience Demonstrated customer service experience required Minimum of 1 year call center experience preferred Other Requirements Working knowledge and experience with Microsoft Office suite or comparable software Excellent written and verbal communication skills Think critically to analyze and solve problems Benefits We offer an excellent compensation package and team-oriented work environment with growth opportunities. Health & Dental Insurance Company paid Life Insurance 401(k) Paid Time Off benefits Product discounts Wellness programs Equal Opportunity Employer, including Veterans and Individuals with Disabilities #J-18808-Ljbffr