Customer Representative

This is a fully remote position, open to applicants in Florida.

📋 Description

• Assess customer requirements, clarify information, and deliver direct support or guidance towards a resolution.

• Address a range of technical system issues with precision and expertise.

• Generate cases for all received calls and emails, documenting the problem history, steps undertaken, and subsequent resolutions if solved at the Help Desk or escalated to the appropriate level.

• Prioritize customer service and consistently enhance the ability to manage challenging customer interactions.

• Identify changes in call types and communicate these to management.

• Oversee the status of network, hardware, and software for customers.

• Manage escalations through the proper channels until completion.

⛳️ Requirements

• A high school diploma or equivalent.

• Experience in technical call center support.

• Background in a technical support role or other relevant technical experience.

• Strong grasp of customer service and client relations.

• Capacity to take the initiative and grasp new processes and concepts.

• Ability to apply sound judgment and decision-making skills.

• Proficient written and verbal communication abilities.

• Basic knowledge of software and hardware troubleshooting.

• Competent in assessing and evaluating situations effectively.

• Quick and accurate identification of critical issues.

• Ability to write clearly, informatively, and accurately.

• Strong problem-solving and analytical skills.

• Capability to work collaboratively in a team setting.

• Associate’s degree in Information Technology, Computer Science, or a related field is preferred.

• Familiarity with Service Now and TalkDesk is preferred.

• Experience in retail cash offices is preferred.

🏝️ Benefits

• Medical, dental, vision, basic life, AD&D, retirement plan, and disability insurance.

• Eight paid holidays each year.

• Five sick days.

• Four personal days.

• Vacation time offered at an accrual rate of 3.08 hours biweekly.