Client Support Representative

Customer Support Representative

We believe talent deserves a human touch. Your application will be read by an actual person who's excited to discover the real you.

The Customer Support Representative will report to the Director of Customer Support and will be responsible for coordinating service for their designated accounts and ensure that all aspects are handled efficiently and effectively with superior levels of customer service. In addition, the Customer Support Representative will work with multiple departments including technicians, warehouse personnel, inventory, and sales to ensure that all customer service issues are addressed.

Primary Responsibilities

• Maintain excellent customer service responsiveness in all areas and ensure follow through.
• Actively support customer service team to ensure all tasks are handled promptly.
• Ensure that customers are contacted within service level expectations.
• Make sure all SLA's are met or exceeded for contracted customers.
• Constantly look at ways to improve processes to provide the highest level of customer satisfaction.
• Ensure that all old calls are followed up on and processed timely.
• Make certain information is clearly communicated to technicians through the ticketing system.
• Validate the warehouse is processing all shipments in a given day and that they have all the information correct to handle service calls correctly.
• Communicate with Director of Customer Support and other departments any pertinent information to their accounts to keep them involved when needed in service-related issues.
• Process all assigned account invoices and ensure that calls are closed/billed correctly.
• Develop relationships with customers and follow through on all issues until resolved to complete satisfaction.

Preferred Skills & Experience

• Effective Planning, Organization, Documentation, and Communication Skills
• Ability to use a personal computer and proficient in various software packages including all Microsoft Office Products & Adobe
• Strong Written and Verbal Communication Skills
• Willingness to accept ownership and be held accountable
• Must be a team player and be able to provide direction and support to other team members
• Establish priorities, work independently, and proceed with objectives with little supervision.
• Handle and resolve recurring problems
• Bachelor's Degree preferred or equivalent work experience

Preferred Attributes

• Highly organized and process driven.
• Affinity for technology.
• Strong integrity with the ability to work in a highly confidential manner.
• Collaborative and flexible with a consultative mindset.
• Precise and detailed, delivering consistently high-quality results.
• Comfortable in a balance of tactical and strategic focus.
• Servant hearted with a focus on improving the lives of our customers in every action and interaction.

At New Charter, we're building a caliber of business the IT industry hasn't yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.

At New Charter Technologies, we're investing in our people through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies.

Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We're the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, we've embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success.

Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We're on a mission to make a difference, and we want you to be part of the story. Let's transform the world together and build a career that's as unique as you are!

New Charter Technologies is committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.