Tier 3 Customer Service Representative
Insight Global
Job Title
Job Description
Position Summary: This role handles hands-on mobile device troubleshooting and repair, provides customers with technical guidance to ensure customer satisfaction results related to Mail-In repair.
Essential Duties & Responsibilities:
- Provide technical support to customers via phone, email, or chat.
- Diagnose and resolve technical issues.
- Interpret the failure and decipher if the end user has been experiencing a true device failure or if there is potential user error or misinterpretation of the device capability or specifications.
- Discover and apply insights from process gaps found during the actual transaction flow.
- Ability to collect information and engage in complex problems as well as willingness to work with end-user & repair technicians asking and answering inquiries.
- Provide exceptional customer service by actively listening to customers' concerns and providing appropriate solutions.
- Evaluate claims to determine eligibility based on Warranty terms and conditions.
Vacancy posted 6 hours ago
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