Vacancy expired!
JOB DESCRIPTION
Title: Customer Service Representative- Technical Support
Reports to: Director of Operations and Fulfillment
Department: Customer Service
Coordinates with:
Customer Service
Technology
Sales
Warehouse
Accounting
Primary Purpose:
Provide outstanding customer service relating to technical and network problem resolution. Perform diagnostics while guiding users through step-by-step solutions. Solutions include but are not limited to, resolving username and password problems, uninstalling/reinstalling software applications, verifying proper hardware and software set up, assisting with navigation around application menus and troubleshooting issues. Focus will be on EM’s technology product, such as eBooks and our websites. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. 3+ years of customer service and technical support experience preferred. Associate’s degree in related technical field desired. Educational background helpful.
Key Areas of Responsibility:
Answer incoming calls as necessary to assist customers or transfer them appropriately
Receive orders by phone, mail, web, email, fax, with main focus on website orders
Process and monitor web orders, adhering to company policy
Efficient and accurate data entry of direct mail orders and returns
Capable of upselling orders
Capable of using the credit card authorization system
Interface with customers regarding technical aspects of our online products and services
Train customers in product set-up and usage
Responsible for knowing and promoting current product line
Possess a thorough knowledge of the technical products we produce
Answer technical support inquiries or complaints, specifically related to internet orders and products
Responsible for understanding and promoting current offers, especially online offers
Provide support for end-users via phone conversations, forum posts and email
Determine best method to resolve complex problems to ensure customer satisfaction and loyalty
Accurately respond to and record customer communication using case management software
Use case management system to create support cases for other departments or respond to customers’ email
Trouble-shoot with customers to resolve complex problems related to online purchases to ensure satisfaction
Analyze the best resolution to the customers’ support issues
Test solutions or design pertaining to our websites or new product releases
Relay appropriate information regarding website, product or online services complaints to the appropriate departments
Help the department maintain current mailing list and set up new accounts
Scan customer orders for filing purposes
Assorted duties to maintain company operations
Skills and Attributes
Proper phone etiquette
Ability to speak and write clearly
Makes customers and their needs a primary focus; developing and sustaining productive customer relationships
Demonstrated proficiency in typing and grammar
Knowledge of customer service principles and practices
Effective listening skills
Effective troubleshooting and follow-up skills
Accurate data entry with speed of 45 wpm+
Knowledge/training of desktop operating systems and applications
Trouble-shooting experience
Able to assist customers using PC, MAC or mobile devices
This is currently a remote position, working from home with the expectation that we will return to the Monterey office one day a week in January. Hours are 8 am - 4:30 pm M-F. COVID vaccination required.
