Technical Support Agent
Technical Support Agent
Job category: Customer Service
Job Type: Full Time
Location:
Cottage Grove, Wisconsin
Posted on:
01/11/2019
Closes on:
02/11/2019
Job Description:
Position Overview
Under the direction of the Technical Support Supervisor, the Technical Support Agent performs a variety of customer tech support duties in accordance with company policies and procedures. Responsibilities include fulfilling customer needs to ensure customer satisfaction. This is a non-supervisory position.
Responsibilities
Provide Outstanding Service to Dealers, Consumers & Service Providers:
- Arrive at work and log into ADP 5 minutes prior to start of shift
- Log into the Q no later than start of your shift
- Achieve and maintain 99% or higher order accuracy
- Achieve and maintain an 90% average on record reviews
- Achieve and maintain department standard of calls per man hour (CPH)
- Achieve and maintain department standard on % availability in Q
- Troubleshoot problems with consumer and resolve in most cost effective way possible using diagnostic procedures within department work practices
- Maintain a positive approach to dealers and consumers
- Break time and extra work time must not exceed acceptable levels for your length of experience
- Work to insure complete and accurate information on CRM record
- Promote a positive team atmosphere with co-workers
Maintain & Manage Customer Database:
- Log all calls in consumer database
- Provide complete and accurate information about the calls and steps taken to make the correct diagnosis per department work practices
- Follow CRM SOP
- Use phone system and Qs as designed
General Responsibilities:
- Be aware of the work environment; keep your workstation clean and tidy by 5S standards
- Be aware of the company goals and work to achieve department KPIs
- Be on time for scheduled day
- Projects as assigned
Qualifications
Education:
- Minimum high school diploma or equivalent required
Experience:
- Previous experience working in a call center, customer service or in the fitness industry required
Other Requirements:
- Working knowledge and experience with Microsoft Office suite
- Excellent written and verbal communication skills
- Ability to analyze and solve problems
Benefits:
We offer an excellent compensation package and team-oriented work environment with growth opportunities.
Some of our outstanding benefits include:
- Health & Dental Insurance
- Company paid Life Insurance
- 401(k)
- Paid Time Off benefits
- Free access to our state-of-the-art onsite workout facility
- Product discounts
- Wellness programs
EOE/M/W/Vet/Disability
Apply Here
PI106794067