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Position Summary:
The Customer Support Specialist is often the first and most memorable experience a customer has with a company. You’ll use your enthusiastic and professional attitude, along with thorough product knowledge, to help customers achieve their goals. You’ll answer chat, phone, and email inquiries for B2C customers, assist with B2B customers’ admins, and aid customer account managers. You’ll ensure high-quality standards and work with the entire BlueVolt team to improve our customers’ experience.
BlueVolt is an e-Learning company that works with a wide range of organizations to increase sales, build brand awareness, and enhance employee knowledge. Besides its award-winning LMS, BlueVolt also offers course creation, a wide library of safety, compliance, and job-specific courses, and a Continuing Education University for electricians and HVAC workers to get recertified.
Why BlueVolt? BlueVolt might be a good fit for you if you are hard-working, ambitious, and looking to learn and grow your career. Join our team of talented and passionate individuals today.
BlueVolt: Knowledge powers growth.
Duties and Responsibilities:
To perform this job successfully, an individual must complete the following.
Provide high-level quality service and support related to Saas software, connectivity, authentication, billing and best practices.
Handle incoming requests from B2B and B2C customers in a professional, prompt and thorough manner.
Gather customer information efficiently to fulfill customer needs, provide resources for future use, and document interactions via online ticketing system.
Handle issues in the best interest of both customer and company.
Evaluate and identify opportunities to drive process improvements.
Acquire and maintain knowledge of relevant product/service offerings and support policies to provide accurate customer solutions.
Escalate issues, as appropriate, for optimum problem resolution.
Other duties may be assigned based on performance and competency.
Competencies:
To perform the job successfully, an individual should demonstrate the following.
Adaptability - Accepts criticism and feedback. Adapts to changes in the work environment. Changes approach or method to best fit the situation. Manages competing demands.
Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses views and opinions verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
Cooperation - Displays positive outlook and pleasant manner. Establishes and maintains effective relations. Exhibits tact and consideration. Offers assistance and support to co-workers. Works actively to resolve conflicts. Works cooperatively in group situations.
Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
Dependability - Commits to doing the best job possible. Follows instructions. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions.
Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems promptly. Resolves problems in the early stages. Works well in group problem-solving situations.
Qualifications:
To perform this job successfully, an individual must perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and ability required.
Education/Experience:
College degree or equivalent professional experience in a call center or help desk environment.
Reasoning Ability:
Solve practical problems and deal with various concrete variables in situations where only limited standardization exists. Interpret multiple instructions furnished in written, oral, diagram, or schedule form.
Computer Skills:
Strong working knowledge of PC-based internet and software applications
Proficiency with Microsoft Office
Knowledge of technical support issues related to Internet connectivity on multiple platforms (Windows, Macintosh, mobile) and browsers (Internet Explorer, Mozilla Firefox, Google Chrome, etc.) strongly desired
Supervisory Responsibilities: This job has no supervisory responsibilities.
While performing the duties of this job, the employee is regularly required to sit, type, talk, hear, and use close vision. The employee must occasionally lift and move up to 10 pounds. Reasonable accommodation may be provided if an employee would otherwise be able to perform essential functions.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any related duties, as assigned by their supervisor.
