PURPOSE OF POSITION

As a first responder of the Service Department the primary objective is taking ownership of each customer support call. Manage each request thoroughly and efficiently to ensure the customer?s complete satisfaction. Daily focus is to provide our customers highly effective and quality customer relationship management services. Responsibilities include ? providing superior technical support and coordinating / field dispatch efforts in support of our customers. Focus on customers by owning the customers technical issues and see them through to resolution. Connect with each customer by constantly and consistently communicating knowledgeably, clearly, and thoroughly, adhering to process.

RESPONSIBILITIES & DUTIES

• Assist customers with their questions and technical issues
• Support customers via helpdesk phone and technical support email request
• Investigate and resolve user issues and problems
• Listen and respond to customers? needs and concerns
• Accurately record details of customer contacts and actions taken
• Research answers or solutions as needed
• Resolve all customer service issues with management
• Schedule service and maintenance field dispatches
• Provide timely feedback to the company regarding service failures or customer concerns
• Communicate service status with customer
• Build sustainable relationships of trust through open and interactive communication
• Effectively manage large amounts of incoming calls
• Close tickets and process customer billing
• Provide Phone helpdesk support
• Service RMA ? Return Material Authorization
• Administrative Support
• Perform other activities and responsibilities as directed by the Service Manager