Technical Support

Customer Service / Technical Support Associate

Company Description

Our client is the leading global provider of on-site paging, guest management, business intelligence and market research tools. Their hardware and software solutions are used in a variety of settings including the hospitality, medical, retail and automotive industries. Based in Addison, Texas, they are an international company with sales/service offices throughout the world and more than 80,000 locations using their products and services. Founded in 1993, our client owns 20 patents and markets over 30 products designed to enhance on-site guest and staff communication, track customer utilization rates and improve customer acquisition, retention and satisfaction levels.

Compensation

The company is offering a starting salary between $40-$50K, depending on experience.

Potential to advance into Level III/IV tech position.

Position Overview

The Customer Service Sales Associate is primarily responsible for providing technical support for customers using our client’s products.

Key Responsibilities:

Answer all incoming calls regarding technical support for equipment; Request for additional purchases of equipment or services

Make outbound calls each day regarding customer service follow-ups, customer satisfaction calls, and notify/sign-up out-of-warranty customers

Correspond in a positive and friendly manner when assisting customers via telephone, email and/or chat

Meet daily sales goals and place orders in a CRM system

Process orders, changes, and returns in accordance with department policies and procedures

Competencies:

Demonstrates accuracy and thoroughness

Manages difficult or emotional customer situations

Writes clearly and informatively

Speaks clearly and courteously in all situations; Listens and gets clarification

Follows documented procedures; Responds to management directions

Is consistently at work and on time

Able to work in a fast-paced environment; Ability to multi-task

Key qualifications and skills:

High school diploma; Some college coursework preferred

2+ years of work experience in high level Customer Support positions; Experience in a technical call center or help desk is a plus

Comfortable working with technology and troubleshooting hardware and software

Excellent communication skills, both verbal and written.

Basic working knowledge of MS Outlook, Word, and Excel

Experience with using a CRM system

Bilingual (Spanish) is a plus

This is a temp to hire opening. Hours will be between 6am-9pm, Monday through Friday, with an occasional Saturday or Sunday shift.