Customer Support Representative

About the job Customer Support Representative

Sparks Wiz Limited is an engineering consultancy firm seeking a Customer Service Representative to join our team. The ideal candidate will have experience in customer service and possess strong communication skills, as well as a desire to be part of a growing company.

Note: This position strictly open to candidates within the United States.

Responsibilities:

As a Customer Support Representative at Sparks Wiz Limited, you will be the primary point of contact for our clients, providing exceptional customer service and ensuring their needs are met with the highest level of professionalism. You will assist clients with inquiries, resolve issues, and facilitate communication between clients and our engineering teams.

• Client Interaction: Serve as the first point of contact for clients via phone, email, and chat. Address inquiries regarding project status, service offerings, and other relevant topics.
• Issue Resolution: Manage and resolve client issues promptly, escalating complex matters to appropriate departments as needed.
• Documentation: Maintain accurate records of client interactions, including issues, resolutions, and feedback, ensuring that all documentation is up-to-date and comprehensive.
• Coordination: Facilitate communication between clients and internal teams, ensuring that client needs and feedback are effectively communicated to project managers and engineers.
• Follow-Up: Conduct follow-up calls or emails to ensure client satisfaction and to verify that resolved issues remain addressed.
• Knowledge Base: Develop and maintain a thorough understanding of the companies services, engineering processes, and industry standards to effectively assist clients.
• Feedback Collection: Gather client feedback and insights to help improve our services and client experience. Report trends and recurring issues to management.
• Administrative Tasks: Assist with administrative tasks related to client management, including scheduling meetings, preparing reports, and updating client information.

• Education: High school diploma or equivalent; associates degree or relevant coursework in business or engineering is a plus.
• Experience: Previous experience in a customer support role, preferably within a technical or engineering environment.
• Skills:
  • Excellent verbal and written communication skills.
  • Strong problem-solving abilities and attention to detail.
  • Proficiency with customer support software and tools.
  • Ability to manage multiple tasks and prioritize effectively.
• Knowledge: Basic understanding of engineering concepts and terminology is preferred but not required. Willingness to learn and adapt to new technical information is essential.

• Remote Work: This is a remote position, and you will be working from your home office.
• Hours: Full-time position with standard business hours. Some flexibility may be required based on client needs and time zones.

• Full-time

• $22.00 - $27.00 per hour

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

• 8 hour shift
• Monday to Friday

• Call center: 1 year (Required)
• Customer Service (Required)

• English (Required)
• Spanish

• Remote

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance