Client Support Representative

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you.

The Customer Support Representative will report to the Director of Customer Support and will be responsible for coordinating service for their designated accounts and ensure that all aspects are handled efficiently and effectively with superior levels of customer service. In addition, the Customer Support Representative will work with multiple departments including technicians, warehouse personnel, inventory, and sales to ensure that all customer service issues are addressed.

Primary Responsibilities

• Maintain excellent customer service responsiveness in all areas and ensure follow through.

• Actively support customer service team to ensure all tasks are handled promptly.

• Ensure that customers are contacted within service level expectations.

• Make sure all SLA’s are met or exceeded for contracted customers.

• Constantly look at ways to improve processes to provide the highest level of customer satisfaction.

• Ensure that all old calls are followed up on and processed timely.

• Make certain information is clearly communicated to technicians through the ticketing system.

• Validate the warehouse is processing all shipments in a given day and that they have all the information correct to handle service calls correctly.

• Communicate with Director of Customer Support and other departments any pertinent information to their accounts to keep them involved when needed in service-related issues.

• Process all assigned account invoices and ensure that calls are closed/billed correctly.

• Develop relationships with customers and follow through on all issues until resolved to complete satisfaction.

Preferred Skills & Experience

• Effective Planning, Organization, Documentation, and Communication Skills

• Ability to use a personal computer and proficient in various software packages including all Microsoft Office Products & Adobe

• Strong Written and Verbal Communication Skills

• Willingness to accept ownership and be held accountable

• Must be a team player and be able to provide direction and support to other team members

• Establish priorities, work independently, and proceed with objectives with little supervision.

• Handle and resolve recurring problems

• Bachelor’s Degree preferred or equivalent work experience

Preferred Attributes

• Highly organized and process driven.

• Affinity for technology.

• Strong integrity with the ability to work in a highly confidential manner.

• Collaborative and flexible with a consultative mindset.

• Precise and detailed, delivering consistently high-quality results.

• Comfortable in a balance of tactical and strategic focus.

• Servant hearted with a focus on improving the lives of our customers in every action and interaction.

MCA, a New Charter Technologies company, provides a fast, energetic work environment for those seeking technology careers in Chattanooga. We’re a top technology services provider in the Chattanooga area with a national reputation. We believe people are our most valuable assets so we’re passionate about retaining and developing the best talent available. But more than that, we’re a tight-knit group of professionals who work collaboratively to provide the highest possible levels of customer service and support.

 

We treat team members with respect, providing an environment where diverse individuals have all the resources they need to perform to their full potential. In fact, we like to think working at MCA is more than just a job. We believe business isn’t just about profitability. Having fun is also essential on the way to success. So, we celebrate achievements. We laugh a lot. We treat one another like family, always supporting each other, and we try not to take ourselves too seriously.

MCA, a New Charter Technologies company, is committed to creating an inclusive environment and is proud to be an equal opportunity employer. MCA recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.