Customer Support Technician Job in Foothill Ranch 92610, California Us
GENERAL POSITION DESCRIPTION:
The Customer Advocacy Technician provides the front line of service and support for the company’s sales force. It is important for the Customer Advocacy technicians to be able to communicate effectively. Not only do they need to be friendly to customers, but they also need to be able to provide information or instructions in a way that is easy to understand. This individual is responsible for promoting total quality customer satisfaction through proper and consistent implementation of policy and customer representation.
DUTIES AND RESPONSIBILITIES:
· Advocate for customer needs, addressing user concerns in a timely fashion
via calls, forums and emails
· Support inbound calls on computer accessories products
· Responsible for testing products, simulating customer issues, and diffusing
difficult situations with customers
· Ability to successfully walk customers through installs and upgrades
· Assist customers with resolution and closure of the issues
· Maintain standards of quality in all facets of customer relations
· Will work in close contact with PM team to solve customer issues that require
additional efforts
· Exhibit flexibility and multi-task several priorities well while ensuring the
highest quality of work
· Maintain Right Now system
· Identify ways to improve service and support
Qualifications, Skills and Education:
· Associate degree or above preferred
· Three to five years experience in an electronics technical support environment
· Proficient with MS Suite and MAC
· Excellent verbal, written and listening skills
· Highly organized and detail oriented
· General knowledge of computer networking
· Strong analytical and troubleshooting skills required
· Ability to translate technical instructions or concepts into non-technical easy
to understand terms
· Team oriented, demonstrating a professional and cooperative attitude