Customer Support

Summary/objective

The primary responsibility of the Customer Support position is to provide support to our customers and master technicians. The position will support the overall company goal of providing exceptional service to our customers in an accurate and proficient manner. All responsibilities required of this position are to maintain quality control, accuracy and efficiency of delivery of services and customer satisfaction.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Answering incoming calls and customer inquiries; it is important to gain a clear understanding of their request; answer questions and offer assistance.
• Resolve issues/complaints or problems with the use of the company devices and escalate issues as appropriate.
• Support customers use of all company devices by providing basic training and assistance as needed.
• Provide resolution on issues regarding billing.
• Produce invoice and/or service reports with correct charge and transmitting to customer within a timely manner.
• Assist with scan questions and ability to give answers to customers questions based on detail in this report
• Assist with billing questions and concerns
• Contributes to team effort by accomplishing related results as needed.
• Other Duties: Please note this job description is not designed to cover all possible activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Minimum Qualifications:

• Minimum of High School Diploma
• Experience in Customer Service
• Microsoft Office Word/Excel/Outlook

Preferred Qualifications/Skills:

• Basic account billing and/or customer service background preferred.
• Problem Solving
• Documentation Skills
• Phone Skills
• Multi-tasking
• Detail Oriented
• Strong work ethic
• Flexible schedule
• College degree a plus

Work environment

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers.

Physical demands

• Physical requirements include occasional lifting/carrying of 5 pounds; visual acuity, speech and hearing; hand and eye coordination and manual operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment.

Affirmative Action/EEO statement

• The Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics or any other status protected under applicable federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.