A client of Insight Global is looking for Customer Support Reps to work remotely. Day to Day includes:
Field customer inquiries via phone, email, and chat
Deliver an exceptional customer experience on a regular basis to all customers
Adapt to the technical knowledge level of the caller
Own and manage customer issues and communicates regularly and in a timely manner with customer
Analyze issues and work efficiently with customer towards a resolution
Act with sense of urgency, advocate for customer and exhaust all possibilities to resolve customer issues
Guide customer on walkthroughs about product/service features
Navigate multiple systems and tools efficiently to assist in research and resolution of customer issue
Apply advanced troubleshooting and problem-solving techniques to resolve system problems
Represent the company brand and exercise retention efforts when appropriate
Responsible for capturing and recording relevant data about the customer and nature of the interaction including actions and steps taken to resolve the issue in the CRM ticketing system
Work with confidential customer information
Thrive as a team player in a high-energy, change-oriented environment
Demonstrated ability to maintain a calm demeanor in a fast-paced environment
Performs other related duties and assignments as required and as assigned by supervisor or manager
2 years of job-related experience in a call center environment
2 years of customer service experience
2-3 years of computer usage experience
Salesforce or call ticketing system experience
Excellent communication skills
Must have a High School education will have to provide proof transcripts or diploma.
Experience guiding customers through problems step-by-step and resolving their issues
Highly proficient with Microsoft Applications including tech savvy and proficient with documentation Outlook, Excel, Word and Access
Worked with any ticketing systems or in a technical support call center setting
Education Background
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.