JOB SUMMARY
The Customer Support Representative works as part of a dynamic team that is responsible for providing excellent customer care to schools in the region.
The Representative serves as a lifeline to students, parents, staff, and faculty for device support, account questions, and procedure guidance.
The position requires a person skilled in customer service and who enjoys working with both technology and people.
ESSENTIAL DUTIES AND OTHER RESPONSIBILITIES
Communicating and coordinating with colleagues as necessary inside the team environment
Follow policies for safety, security, and compliance
Primarily provide Tier 1 support via phone, chat, and service tickets
Assist with Tier 2 support as necessary
Ensure customer satisfaction and acknowledge and resolve customer complaints
Maintain a positive, empathetic, and professional attitude toward customers
Documentation of all relevant actions through the online ticket and asset management systems
Diagnose issues for laptops, tablets, printers, phones, and Internet devices
Respond promptly to customer inquiries
Manage tickets to an efficient resolution within the given policies
Maintain accurate records of customer assets, interactions, transactions, comments, and complaints
Process orders, forms, applications, and requests using ticketing system
Learning all provided services to answer questions and resolve issues efficiently
Providing feedback on common processes and procedures in use
Other duties as assigned
KNOWLEDGE, SKILLS AND ABILITIES
Basic knowledge of remote support, support ticket systems, and phone support techniques
Passionate in customer service and efficiency
Self-motivated and results driven
Able to stay calm with stressed or upset customers
Proficient in Microsoft Office Suite or compatible
English speaking, reading, and writing fluency
Able to effectively communicate verbally in one-on-one situations to customers and peers
Able to effectively communicate written explanations, procedures, and instructions
Able to follow detailed but involved written or oral instructions
SUPERVISORY RESPONSIBILITIES AND INTERACTIONS WITH OTHERS
This position must work with and communicate with teammates throughout the department to maintain a positive customer experience, efficiency, and consistency.
EDUCATION, TRAINING AND EXPERIENCE
High school diploma or GED
Two years related work experience either in customer service and/or clerical duties
Working Conditions
Normal working conditions in an office environment absent extreme factors.
Occasionally moving from building to building to communicate with team members.
Evening and weekend work may be required to meet work demands.
TeleComp provides equal employment opportunities for all applicants.
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