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Customer Service/Technical Help Desk Representative
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Customer Service/Technical Help Desk Representative

Job Description


Job Summary:

 

The Customer Service/Technical Help Desk Account Representative is responsible for establishing and maintaining relationships with customers on behalf of the company by taking personal and complete responsibility for each customer contact and by ensuring that all customer requirements are completely met. 

 

Serves as the primary internal representative for our organization and must convey to the customer a sense of expertise in company's services and capabilities.  The Representative is also responsible for communicating customer requirements to the development team, in accordance with company processes.

 

Gathers information for troubleshooting customer reported problems and opening support tickets.  This individual must possess strong problem solving skills.  Detailed project and process management capabilities, and the ability to manage customers and their accounts



Job Requirements

Responsibilities:

General

  • Communicate effectively with the internal company team, informing and updating them regularly to guarantee that sales and customer objectives are met.
  • Follow systems and procedures
  • Participate as a key team player by supporting operations as needed.

 

Customer Service

  • Continuously seeks understanding and knowledge of company services and technology.
  • Assist with implementation of new customers/organizations.
  • Process all customer requests in a timely and efficient manner
  • Document all customer calls, emails and other communications accurately within CRM/Ticketing System.
  • Evaluate and troubleshoot client issues using problem solving skills to prioritize, escalate, and track progress to closure.
  • Communicate with the company technical team for resolution to customer issues/inquiries.

 

 

Skill Requirements:

  • Technological savvy
  • Strong working knowledge of smartphone applications and platforms.
  • Excellent communication skills and problem solving abilities
  • 5+year(s) work experience in customer service/technical service position
  • Proficient knowledge to ticketing system and processes
  • Knowledge Base experience and creation.
  • Consistently professional demeanor, even under stress and highly adaptable to fast changing environment
  • Excellent verbal and written communication skills
  • Team player with a positive attitude, ability to work well with others
  • Initiative, self-motivated and strong sense of ownership
  • Ability to multitask and set priorities
  • Interest in technical products
  • Proficient in Microsoft office products
  • Must work a 24/7 On Call rotation schedule and work additional hours if required.



Job Snapshot

Employment Type Full-Time
Job Type Customer Service, Information Technology, Professional Services
Education High School
Experience At least 5 year(s)
Manages Others No
Relocation No
Industry Computer Software, Healthcare - Health Services
Required Travel Not Specified
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Customer Service/Technical Help Desk Representative


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