Customer Service Support Representative

Pay Range: $18.00hr - $24.00hr


Job Overview:


Conducts technical or administrative, mainly pre-defined support activities for service operations and delivery. Processes incoming orders, inquiries, and requests regarding products or services. Performs order management for assigned customers, and manages and files client information in the information system. Supports customers remotely and onsite, providing 1st level user support in case of arising issues. Drives complex issues and questions to respectively qualified Service Technicians or Service Engineers. Cooperates with clients and sales representatives to clarify orders and issues. Participates in investigating and resolving commercial or technical problems. Supports pre-sales and post-sales technical product advice for the development, implementation, and operation of customer solutions.


Impacts: In Administration / Customer Services:


Selects from among clear choices based upon defined procedures and practices to address changing work situations appropriately. Thinking and portfolio of acting options cover a number of routines, and latitude is permitted to address topics with appropriate processes.


Unexpected situations, however, typically need technical assistance or authorization. Positions are expected to cope effectively with multiple choice situations in a number of assigned processes and routines. Thinking is about applying or adapting the correct procedure to a process or an issue arising.


Key Responsibilities:


Deliver full range service in a defined and focused technical or administrative area of work, while clear input/output relations and generic or work-specific guidelines and procedures are given or available. Positions need a basic level of theoretical and practical know-how, skills, and typically related years of experience in specialized processes, techniques, and systems used in an office environment.


The position operates major parts or a full spectrum of dedicated specialized standard software packages. Incumbents may handle routine and non-complex practical enquiries and procedures from internal or external customers.


Deliver a limited range of practical, technical, operative, and clerical processes within an area of work. Knowledge of standardized work routines and methods, general facts, and information is necessary, usually acquired through training on the job.


The position operates with a dedicated, limited range of user interfaces or functionalities in standardized software programs, strictly related to specific processes. Customer Services functions gather and file information gained in routine customer contact calls.


Higher level: Handling inbound calls in basic 1st level support situations, while handling the majority of requests on the basis of given procedures.


Lower level: Outbound calls, operating with a given frame of structured information requested.


Experience:


Two-year vocational training plus up to 1 year of experience needed.


Knowledge:


Basic knowledge and experience of principles, procedures, work routines, and skills in the related field of work, gained through a structured and focused two-year vocational training period.