Qualifications
Required
- High school diploma
- Pleasant and articulate telephone personality and the ability to create rapport and deal constructively with customers over the phone. Remains calm in dealings with customers and amidst a high-volume of incoming calls.
- Demonstrated excellent attendance record and a high level of dependability. Ability to work within the coverage requirements of the Customer Support department.
- Ability to multi-task and thrive in a fast-paced, software-based environment. Experience handling multiple competing requests incoming through various mediums (i.e., telephone, email, chat, in person, etc.) is a must.
- Intermediate experience with MS Office applications and data entry.
Essential Duties & Responsibilities
1. Answers high-volume incoming support calls, chats, emails, and online cases; and routing calls to appropriate employees.
2. Assist customers on setting up Customer Portal (online support portal), update contact preferences. You will also provide support for customers having access issues or questions about the Customer Portal.
3. Enters and updates customer data, including customer contact information and pertinent details including software version.
4. Communicates and interacts directly with customers, assisting with directing calls to other departments for any case owners outside of CS.
5. Assist customers, sales, PS in expediting cases when asked.
6. Completes assigned projects as needed.
7. Educates and schedules appointments for customer deployment of Viewpoint Software.
8. Manage bounced emails to keep Viewpoint contact information current.
Competencies
- Strong customer-service orientation.
- Writes and speaks clearly and concisely and expresses self well.
- Demonstrates accuracy and thoroughness and monitors own work to ensure quality, presents information effectively, and is able to read and interpret written information.
- Demonstrates professionalism, discretion, and good judgment in all interactions with co-workers, customers, vendors and others.
- Consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
- Handles confidential and sensitive information and records with a high degree of discretion, diligence, and good judgment.
- Well-organized, self-directed team player.
- Strong organizational skills required, strong follow-through a must with the ability to manage projects and assignments with flexibility.
- Some college coursework completed in business management, accounting, or computer technology.
- Customer service experience
- Advanced skills using Microsoft Excel and Word.
Job Type: Full-time
Pay: $20.00 - $23.86 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
- 3 years
- 4 years
- 5 years
- 6 years
Shift:
Weekly day range:
Work setting:
Experience:
- Customer service: 3 years (Preferred)
Work Location: Remote