Customer Support Specialist, Repair OnDemand - Remote

Overview

The primary responsibility of the Customer Support Specialist position for Repair OnDemand is to provide support to our customers and master technicians. This position will support the overall company goal of providing solutions and exceptional service to our customers in a proficient manner ensuring that they have a positive experience with our products and services. All other responsibilities required are to maintain quality control, accuracy and efficiency of delivery of services and customer satisfaction.

In Short

• Provide technical support to customers via phone, email, and chat addressing system issues.
• Gain a clear understanding of customer requests, answer questions, and troubleshoot accordingly.
• Resolve issues/complaints or problems and escalate as appropriate.
• Support customers’ use of the application by providing basic training and assistance as needed.
• Provide resolution on issues regarding billing, shipping, etc.
• Create and accurately document digital records of customer interactions, issues, and solutions using our service desk technology.
• Report product-related issues appropriately to the product team.
• Contribute to team by accomplishing related results as needed.

Requirements

• High School Diploma.
• 0-1 years experience in customer service.
• Exceptional documentation skills.
• Bachelor’s Degree in a related field/ College degree a plus.
• Proven experience in IT support, helpdesk, or technical support roles.
• Basic account billing and customer service background preferred.
• Strong problem solving abilities.
• Exceptional verbal and written communication skills.
• Ability to multi-task efficiently in a fast paced environment.
• Detail-oriented.
• Customer-focused with a positive attitude and patience to work with various levels of technical knowledge.

Benefits

• This position has no supervisory responsibilities.
• Work environment is primarily inside an office environment or remote.
• No travel is expected for this position.