Customer Support Representative Job in Houston, Texas US
Customer Support Representative
Customer Support Representative JOB SUMMARY: Interact with customers via phone and email to provide information in response to inquiries about products and services and to handle and resolve questions and technical requests. Project a professional company image through phone and email interaction. ESSENTIAL FUNCTIONS: ADDITIONAL RESPONSIBILITIES: EXPERIENCE AND BACKGROUND: EDUCATION: High school education or equivalent. Previous experience involving customer contact, technical support, or customer relations. Excellent customer service and communication skills - pleasant telephone voice/manner, tact and diplomacy. Proficiency in or knowledge of using a variety of computer software applications, to include Microsoft Excel, Word, PowerPoint and Outlook, with the ability to learn other software applications. . Provide first-call resolution to incoming requests via email and phone. . Identify, research, and resolve customer issues, questions, and concerns in regards to products, services, web application, orders, etc. . Compose correspondence in response to customer requests. . Recognize, document and alert the Team Lead or Shift Supervisor of trends in customer calls. . Transfer customer calls to appropriate staff. . Escalate issues to Team Lead or Shift Supervisor as appropriate. . Monitor and track system alerts. . Track all open requests and follow-up on customer inquires not immediately resolved. . Document all customer requests and interactions via ticketing/tracking software. . Recommend process improvements. . Provide monitoring center assistance/relief as needed. . Assist in order processing as needed. . Assist with on-the-job training for new employees. . Perform other duties as assigned.