Technical Customer Support Coordinator
6 days ago
Job Description
Job Summary:
As a Technical Customer Support Coordinator, you will provide a variety of technical support to multiple level end users in diverse technical areas. Support includes troubleshooting, researching, and training for proprietary products. Additionally, you will provide exceptional support and service through highly engaging customer interactions while following corporate policy regarding authentication, data security and record retention. You will utilize multiple communication channels: telephone, e-mail and chat support using multiple CRMs.
Accountabilities:
With the customer's best interest in mind, the TSA shows outstanding problem solving and technical skills to effectively solve customer's question and / or technical challenge
Accurately document all customer interaction, research and resolution.
Acquire product knowledge to competently demonstrate the products and services we sell
Assist customers with installation of product user interface and site navigation.
Internal systems knowledge such as CRM, billing, admin tools, website and production systems.
Provide login, search, usability, and technical support for multiple proprietary products and services
Provide high quality customer support to internal and external customers via phone, email, and chat
Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers
Perform basic browser troubleshooting
Handle billing need such as payments, research, invoices, and usability of online billing tool
Escalate issues to second level team when necessary
Qualifications:
Bachelor's degree holder or Completed at least 2 years level in College (no back subjects/incomplete units)
Strong customer focus to interact with customers
Problem Solving and basic technical skills
Excellent Customer Service skills.
Excellent written and verbal communication skills.
Ability to multi-task and handle incoming calls as well as emails
Customer Service / Team Player oriented
Professional attitude and positive demeanor at all times.
Ability to work independently on assigned projects.
Open to working weekends and shifting schedule
Must be in current role for 1 year
Must not have received any Disciplinary Action within the past 12 months
Must not have any Attendance and Punctuality issues in the past 12 months
Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
Must have a Successful or above rating in the last Enabling Performance cycle]
Knowledge in programming language a plus (but not required)
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