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Customer Support Representative at TicketNetwork, Inc.

Customer Support Representative

TicketNetwork, Inc. South Windsor, CT Full Time
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The Customer Support Representative is an advanced Contact Center service position, tasked with fielding sales service and support calls and emails for the Call Center and Fulfillment Team.

This position requires employees to act as the first line of contact for inbound client calls and emails including sales and support as well as incoming inquiries for the Fulfillment Team. The position also acts as a bridge between supplying partners and clients, using phone outreach to clarify and troubleshoot client issues. This position will also be involved in email communication to better service clients.

Primary Responsibilities:

  • Fielding inbound sales and support calls and emails, with the intent of resolving all first level support.
  • Contacting supplying teams via telephone to discuss and confirm delivery details, and updates.
  • Relaying delivery information to clients
  • Acting as a liaison via internal chats and email communications between retail clients and the Fulfillment Team
  • Refills orders via web site partner sites to assist clients
  • Fields inbound support calls for partner sites
  • Troubleshooting and answering general questions related to client ticket requests
  • Contacts Broker partners via telephone to discuss and confirm delivery details, and updates
  • Coordinates delivery updates with clients
  • Communicates with other internal departments as necessary

Required Skills:

  • Strong attention to detail
  • Ability to prioritize and multitask in a fast paced environment
  • Excellent communication written and spoken.
  • Customer service skills
  • Strong computer literacy including web browsing and agile program navigation
  • Functional knowledge of MS Office products (i.e., Word and Excel)
  • Strong record of punctual and consistent attendance

Required Experience:

  • At least one year of experience working in a high volume job – preferably in a call center
  • At least one year of experience in a professional customer service position

Preferred Experience:

  • Experience utilizing an inventory management system or database is preferred
  • At least six months of experience working in a professional office environment preferred

Education:

  • H.S. Diploma or equivalent required

Schedule:

  • Full time
  • Flexible shifts
  • One weekend day (Saturday or Sunday) required

Recommended Skills

Navigation
Customer Service
Sales
Retailing
Computer Literacy
Attention To Detail

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