Maintains a strong working knowledge of supported products and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvements initiatives.
Gathers, prioritizes and responds to customer issues by phone, email, and remote support tools.
Promptly resolves customer service issues by phone, email, and remote support tools.
Provide operational and technical assistance to end-users on company products and services.
Documents resolution of issues in company CRM for internal publication.
Educated clients on use of company products.
Assists with researching and gathering information for troubleshooting software issues.
Maintain department guidelines in regards to average handle time and productivity.
Maintain department guidelines in regards to call quality and call audit process.
Performs administrative duties, reports and special projects associate with customer support.
Additional and/or Specific Skills:
Experience with Microsoft Office, Salesforce, JIRA, GoToMeeting, GoToAssist preferred.
Associates degree or equivalent work experience.
Prior call center/support knowledge preferred.
Retail industry/knowledge preferred.
NOTE: This is not a remote position. Position is based in Crafton/Robinson PA.