Customer Support Representative

The Customer Support Specialist responds to requests from customers and are responsible for resolving high level complaints and initiating steps toward corrective action if required. This role may aid the customer in model selection and basic technical troubleshooting. Completes and issues simple to moderately complex quotes.

KEY RESPONSIBILITIES

• Triage incoming department requests by categorizing and associating to the appropriate record(s) for them to be acted on.


• Attend to non-technical customer requests such as Expedites, Order Status, Cross Shipments, Missing Documentation, etc.


• Attend to customer phone calls regarding non-technical issues.


• Escalate technical issues to as required.


• Professionally communicate with customers, representatives, and other partners to resolve issues relating to orders and/or other inquires.


• Create basic Customer Relationship Management software (e.g., Sales Force) entries and reports.


• Other duties as assigned.

REQUIREMENTS

• Associate degree preferred.


• Ability to read and write English; excellent spelling and grammar required.


• Must have good basic math skills to calculate pricing, taxes, and discounts.


• Familiar with Microsoft Office Word and Excel.


• Excellent verbal and written communication skills.


• Experience with international business correspondence required.


• Ability to perform effectively and multi-task efficiently in a fast-paced environment.


• Ability to remain professional under pressure.