Job Details: Level 1 Customer Support
| Job Title: | Level 1 Customer Support |
| Company: | Express Employment Professionals |
| Position Type: | Contract to Hire |
| Pay Rate: | $10 to start/$1000 bonus after hire, $12 minimum after hired on. |
| Date Posted: | Jul-03-08 |
Automotive Computer Services
Summary Description:
Under the direction of the Customer Support Manager and the Training Coordinator, Level 1 Customer Support personnel support all aspects of the company's day-to-day mission of providing quality software support through customer education, training, and issue resolution.
Duties and Responsibilities:
Present a professional, courteous impression over the telephone and in person; pursue a continued understanding and appreciation for the software package and its functions; translate your knowledge of the software into a clear, effective, and correct presentation of its functioning in order to assist customers in their initial training and in resolving issues that might arise either through user error or programming conflicts; document customer issues accurately, completely and in detail as they are presented either in person or over the toll free customer support line; track issues until resolved and closed.
Be available for travel, as required, in order to support the company's mission of customer support.
Essential Job Requirements:
Professional Development
1. Continually review the software modules, updates, and changes, learning how the programs function and interrelate and how modifications to the program affect performance and enhance customer usability.
2. Continually develop communication skills that translate your knowledge of the software into a courteous, thorough, organized presentation of the software's functions.
Professional Performance
1. Provide on-site and over-the-phone customer training in the functionality of the software.
2. Provide on-site and over-the-phone customer assistance in customizing the software to meet the specific requirements of the customer.
3. Provide on-site and over-the-phone customer issue resolution when user error or program conflicts arise.
4. Answer customer support calls cheerfully, with the appropriate greetings, techniques and according to company standards.
5. Document thoroughly and completely customer issues as presented, escalating issues where necessary, and tracking issues to resolution.
6. Research issues in the Call Trak log, searching for answers to frequently asked questions or issues that may have been resolved for other customers in the past.
7. Organize and manage calls/issues “owned” in order to resolve issues and close calls in a timely, efficient manner.
8. Document issue resolutions thoroughly and completely in order to support the Call Trak log as a learning resource and resolution library should a similar issue arise for another customer.
Marginal Job Requirements:
Support clear, open lines of communication between the customers and the company through efficient, courteous handling of customer relations either in-person or over-the-phone.
Be responsible for equipment and workstation, reporting problems or technical issues as necessary.
Assist with and perform other tasks and duties as instructed or assigned.
Employment Standards:
Education and Experience: Any combination of education and experience providing the required skill and knowledge for successful performance, but minimally:
• Possess a high school diploma, or GED equivalent
• Completion of some college or university credit hours
• Possess some professional experience -- ideally in the automotive industry, or in the software development and training industry, customer support and services industry, or in education
Knowledge: Apart from the understanding of modern office practices, etiquette, and techniques, Level 1 Customer Support Staff should be able to demonstrate:
• Proficiency with standard office equipment, including but not limited to phones, faxes, and copiers
• Proficiency with Windows-based computers, including CPUs, monitors and operating systems
• General abilities with peripherals such as printers and scanners
• General understanding of how software functions in a computing environment
Skills: The general skill set required for this position includes, but is not limited to:
• Ability to accurately type no less than 40 wpm
• Ability to assemble and operate computer workstations
• Ability to operate other modern office equipment
• Ability to maintain effective work relations with those encountered in the course of employment
• Ability to work under the direction and guidance of an immediate supervisor, or when required unsupervised
• Ability to work through tasks to resolution
• Ability to follow oral and written directions
• Ability to use standard, correct, English grammar both in written and verbal forms
Personal Characteristics: Level 1 Customer Support Staff must be cooperative in a team-oriented environment, using initiative where warranted or following and performing as directed when required. In addition, candidates should exhibit:
• Professional demeanor in word, action, and appearance
• Attention to detail that results in reliability and accuracy
• Discretion with confidential, proprietary, and personal information to which he/she may become privy
• Integrity and reliability when carrying out responsibilities and duties
| Location: [rss] | US-AL-Mobile |
| Telecommute: | No (Onsite Position) |
| Contact Name: | Linette Hoppe |
| Contact Phone: | 251-476-8210 |
| Contact Email: | Linette.Hoppe@expresspros.com |
| URL: | http://www.expresspros.com |
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Contact Comments:
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| This is a permanent position with great benefits. There several positions available. | |
Principals only. Recruiters, please do not contact this job poster.
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