In-House Service Spec-1

Roles & Responsibilities

Roles & Responsibilities:

• Quickly answer and triage inbound customer calls (30-40 calls avg. per day)
• Provide dedicated phone support, document and assist in resolving entry level inquires for Pyxis equipment
• Adhere to communication procedures, guidelines, and policies
• Meet SLA targets
• Creates tickets in Salesforce
• Asks probing questions to caller to get more detail and document on ticket

Experience Required

Experience

• 2+ years of proven customer support experience in a call center environment

Skills & Certifications

Skills

• Strong interpersonal skills
• Strong written communication
• Ability to creatively solve problems
• Familiar with ticketing CRM systems; Salesforce preferred
• Ability to work well as a team and independently
• Knowledge of microsoft office products
• Speaks well, documents quickly and clearly, can multitask, follows instructions

Preferred Technical Experience:

• Ability to communicate technical language to a non-technical audience
• Entry Level Software installation and troubleshooting
• Entry Level Hardware Installation and troubleshooting
• Entry Level peripherals installation (Scanners, Printers...)
• Entry Level of Networking topology, terminology

Duties, Activities and Responsibilities breakdown

• Customer Service Support - 80%
• Administrative/Other - 20%

Training:

• Phone, CRM and Product overview will be provided

Eligibilities & qualifications

Desired Qualifications:

• High School Diploma or GED