Technical Support Agent

Description

Position Overview

Under the direction of the Technical Support Supervisor, the Technical Support Agent handles a high volume of customer contacts through phone, email, and chat.  Agents perform technical troubleshooting and a variety of customer technical support duties in accordance with company policies and procedures.  This is a non-supervisory position.

Responsibilities

Provide Outstanding Service to Dealers, Consumers, and Service Providers:

• Maintain good attendance and adherence to schedule.

• Answer and respond to a high volume of phone calls, emails, and chat contacts from customers in need of technical support.

• Support multiple queues. 

• Follow posted protocols and diagnostics to help troubleshoot and resolve problems in a cost-effective way.

• Create parts orders; dispatch service technicians; collect billing information.

• Document and maintain comprehensive customer case records.

• Efficiently utilize tools and resources

• Achieve and maintain posted KPIs including but not limited to contacts, order accuracy, availability, and quality.

• Promote a positive and collaborative team atmosphere with co-workers.

• Build and maintain working knowledge of products. 

• Complete all required training and ongoing education. 

• Other duties as assigned

Requirements

Education:

• Minimum high school diploma or equivalent required

Experience:

• Demonstrated customer service experience required

• Minimum of 1 year call center experience preferred

Other Requirements:

• Working knowledge and experience with Microsoft Office suite or comparable software

• Excellent written and verbal communication skills

• Think critically to analyze and solve problems

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

· Health & Dental Insurance

· Company paid Life Insurance

· 401(k)

· Paid Time Off benefits

· Product discounts

· Wellness programs