Customer Service Representative
2 days ago
iSupport Worldwide is seeking a highly skilled Customer Service Representative to join our Technical Support team.
This is an exciting opportunity for individuals who enjoy delivering exceptional customer service and technical support.
In this role, you will be responsible for providing comprehensive pre-sales, sales, and after-sales support to vendors, end-users, and dealers via phone, email, or internal case management systems.
Key Responsibilities:
- Deliver service and support to end-users, dealers, and clients via various communication channels.
- Manage pre-sales, sales, and after-sales concerns in the local market, including dealer procurement needs and technical assistance.
- Provide technical support to users, including product knowledge sharing, technical consultations, system solutions, and processing information connections between dealers and customers.
- Diagnose and resolve hardware and software issues, including connectivity and performance, while educating users on product functionality and capabilities.
- Support post-sales activities, including installation guidance, wiring, software setup, first-time use, and troubleshooting.
- Handle dealer inquiries, transferring procurement requests and after-sales concerns (returns, refunds, reissues) to the designated department for processing.
- Offer solutions to retain customer and client business, ensuring satisfaction at every touchpoint.
- Accurately document all customer interactions, solutions provided, and transactions in designated tracking software.
- Follow up with customers as needed, scheduling callbacks and ensuring timely resolution of issues.
Requirements:
- Strong verbal and written communication skills.
- Excellent interpersonal and customer service abilities.
- Professional and approachable telephone manner.
- Ability to explain technical concepts clearly to both technical and non-technical individuals.
- Analytical and problem-solving skills with attention to detail.
- Proficiency in Microsoft Office Suite and the ability to learn new hardware and software systems quickly.
- Team-oriented with a proactive attitude.
- Quick and effective issue resolution skills.
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