Tier 1 Technical Support Customer Service Representatives (CSRs) provide first-level technical support via phone, chat, or email for issues related to smoke alarms, carbon dioxide detectors, and fire extinguishers, including troubleshooting, diagnosis, tracking, and resolution, all within established performance expectations and Client SLAs.CSRs possess excellent verbal and written communication skills, are detail-oriented with a strong work ethic, have a strong technical and mechanical aptitude, and have a passion for helping others solve problems with patience, empathy, and care.
Job Requirements:
CSRs:
Strive to become a Subject Matter Expert of clients’ products and services, and remain informed and knowledgeable of product and business changes
Resolve customer issues or concerns via phone, chat, or email by asking troubleshooting questions to diagnose and provide accurate product and service information, according to established policies and procedures
Accurately and efficiently update CRM / databases of all customer inquiries and request of warranty replacements
Provide exemplary customer service by actively listening to customer issues or concerns, speak to customers in a professional dignified tone, provide empathy and understanding of the customer’s point of view, and handle every call with enthusiasm and pleasantries
Maintain required performance expectations in quality, availability, call handle time, attendance, promptness
Knowledge, Skills, & Competencies:
Exemplary Customer Service (Contact Center experience a plus) with ability to communicate with diverse audiences
Excellent Active Listening skills
Clear and tactful communication, both verbal (pronunciation) and written (accurate spelling and grammar)
Service all customers, especially those agitated, with a pleasant and professional demeanor
Ability to build trust and rapport with customers and coworkers
Technical and mechanical aptitude with ability to understand, troubleshoot and resolve technical issues
Ability to manage customer information with sensitivity and discretion
Highly accurate and detail oriented
Ability to multi-task
Computer literate and proficient at typing (require 40 wpm / 6,000 kph)