Technical Support Agent

Technical Support Agent

Job category: Customer Service

Job Type: Full Time

Cottage Grove, Wisconsin

Closes on:

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.
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 standa

• rd 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

• Minimum high school diploma or equivalent required
• 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
• Excellent verbal and written communication skills
• Able to effectively present ideas and information through oral and written communication skills
Problem Solving:
• Ability to analyze and solve basic problems
• Achieves high percent of task target dates
• Willing to assist others when his/her tasks are complete
• Contributes ideas to improve current processes
• Ability to establish and maintain effective working relationships with diverse group of co-workers, customers and vendors
• Contributes to a positive working environment
• Ability to effectively communicate and work in a team environment
• Skilled in planning, organizing resources and establishing priorities for work assignments for optimum results
• Able to handle multiple projects
Quality of Work:
• Able to be consistently accurate
• Able to follow tasks to completion in a timely manner without sacrificing quality

Apply Here:


Company name:
Johnson Health Tech North America Inc

Position filled: Open

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