Overview:
Technical Support Representatives must possess excellent verbal and written communication skills, be detail-oriented with a strong work ethic, have a strong technical and mechanical aptitude, and have a passion for helping others solve problems with patience, empathy, and care.
Job Duties:
- Strive to become a Subject Matter Expert of clients’ products and services, and remain informed and knowledgeable of product and business changes
- Resolve customer issues or concerns via phone, chat, or email by asking troubleshooting questions to diagnose and provide accurate product and service information, according to established policies and procedures
- Accurately and efficiently update CRM system and databases of all customer inquiries and request of warranty replacements
- Provide exemplary customer service by actively listening to customer issues or concerns, speak to customers in a professional dignified tone, provide empathy and understanding of the customer’s point of view, and handle every call with enthusiasm and pleasantries
- Maintain required performance expectations in quality, availability, call handle time, attendance, promptness
Knowledge, Skills, & Competencies:
- Exemplary Customer Service with ability to communicate with diverse audiences
- Excellent Active Listening skills
- Clear and tactful communication, both verbal and written
- Service all customers, especially those agitated, with a pleasant and professional demeanor
- Ability to build trust and rapport with customers and coworkers
- Technical and mechanical aptitude with ability to understand, troubleshoot and resolve technical issues
- Ability to manage customer information with sensitivity and discretion
- Highly accurate and detail oriented
- Ability to multi-task
- Computer literate and proficient at typing
- Excellent attendance and punctuality
- Education - High School Diploma or equivalent
Benefits offered by APR
Medical, Dental, Term Life, Short-Term Disability, Holiday Pay, Service Bonus, Direct Deposit
