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Phone Support Specialist in Novi, MI at AccessPoint

Date Posted: 11/20/2018

Job Snapshot

Job Description

Description...

Interaction with customers to provide and process information in response to inquiries, concerns and requests about the product and services.  Diagnose and resolve technical hardware, software and applications issues involving internet connectivity, email clients, VOIP, etc.  Gather customer information and determine the issue by evaluating and analyzing the symptoms. Research required information using available resources such as USA Info, Fascicolo Commessa, etc.  Follow standard processes and procedures. Identify and escalate priority issues to the manager. Redirect problems to appropriate department or resources. Accurately process and record call transactions using a computer and designated software such as SAP, MHelpDesk, etc. Offer alternative solution where appropriate with the objective of retaining customers, clients and business. Stay current with  product knowledge, updates and changes.Perform necessary administrative work to support work initiative. Develops and maintains the Customer Service Summary Report. Maintains excellent customer service and customer satisfaction through the implementation of corrective actions where necessary. Travel domestically and internationally when necessary. Other duties as assigned.  

Job Requirements

Qualifications...

High School Diploma; Associates Degree in a technical field is preferred, or comparable military experience. At least 5 years of experience in Lasertube systems. At least 5 years of excellent customer service experience.  Proficient in Microsoft Office (Word, Excel, Outlook) Able to effectively use the Internet Proficient in reading electrical, hydraulic and pneumatic schematics Thorough understanding of mechanical assembly Troubleshooting skills Proper phone etiquette Ability to work in a stressful environment and maintain objectivity