Job Description
As a Customer Care Center Service Representative, you are the first point of contact for clients seeking technical assistance over the phone, email or ticketing system. You will determine and implement the best solution based on the issue and details provided by clients in accordance to priority and Service Level Agreements (SLA). You will document all client contact noting troubleshooting, resolution or escalation. You must demonstrate a strong level of client service as you will be assisting end users who are seeking resolution to technical issues.
PRIMARY FUNCTIONS:
- Serve as first point of contact for clients seeking technical assistance.
- Respond to request for technical assistance in person, via phone, email or text in a professional courteous manner.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Maintain basic product knowledge of operating system in order to support all aspects of Solutions, Imaging and IT.
- Provides remote assistance to technicians/clients emergency service calls when needed
- Log all client (internal and external) interactions.
- Recognizing and escalation issues when additional skillset is needed.
- Inform Team Lead of recurring issues involving client.
- Ensures client satisfaction and practices effective client relation skills
- Follow up with customers and users to complete resolution of issues.
- Provide training to clients on products installed
- Train on third party remote management tools.
STATISTICAL REQUIREMENTS:
- Help close 30% of service calls with a 10% recall rate via remote support.
BASIC RESPONSIBILITIES:
- Maximize client satisfaction with first call resolution.
- Follow standard call center procedures.
- Analyze client needs, recognize business opportunities and influence sales volume growth
- Communicate and interact with clients, service, sales and administrative staff in a courteous and professional manner
- Assist on special projects assigned
- Be self-motivated, flexible and take initiative
- Work as a team player by continually learning and sharing knowledge
As a Customer Care Representative you will be compensated at an hourly rate based on experience, and eligible for a monthly bonus. This position offers Health, Vision, Dental, Life Insurance, Paid Holidays and company paid ESOP retirement benefits.
PERRY proTECH is an employee owned company uniquely positioned in the technology marketspace for growth and opportunity and is recognized as a leading provider of business technology solutions and products throughout northeastern Indiana, southern Michigan and north-south-western Ohio. Established by Rex Perry in 1965, PERRY proTECH serves thousands of companies of all sizes in a variety of industries including financial services, health care, manufacturing, legal, education, telecommunications and utilities. The company offers a wide-range of services including multifunction printers, document storage and retrieval, wireless, VOIP, networked systems/managed IT and managed print services.
We are 100% Employee-Owned. Our 250 team-members keep our customers in the center of all we do and have a high degree of involvement in work-level decisions.
Offices located in Fort Wayne, Lima, Findlay, Mansfield, Columbus, Toledo, and Dayton Ohio