Customer Support Representative

1 month ago

Lakeland, United States Metrc Full time

GENERAL OVERVIEW

The Customer Support Representative supports our customers using web-based software, dealing with their unique growing, selling and production styles, and explaining to clients how to use our software. As our customers’ first point of contact, Customer Support Representative are the friendly voice of Metrc, providing world class customer service, troubleshooting, and light technical support. The ideal candidate will be customer service oriented and enjoys engaging with customers, team members, and being a part of a growing organization.


KEY RESPONSIBILITIES

Core duties and responsibilities include the following. Other duties may be assigned.

  • Receive incoming and place outgoing calls; sends outgoing messages and responds to incoming emails
  • First point of contact, works closely with clients to determine needs, research issues, and provide necessary information
  • Possesses a strong problem-solving mindset
  • Collaborate with the CSM and Support team members to ensure consistency and a thorough understanding of the situation
  • Required to clearly and consistently document calls, details and follow SOWs
  • Reliable and consistent high-speed internet
  • Availability for periodic Saturday shifts is necessary, typically once per month or as required based on operational needs.
  • A reliable internet connection with a minimum specified speed is essential.
  • Creative, flexible, and innovative team player


QUALIFICATIONS- KNOWLEDGE, SKILLS, & ABILITIES

  • High school diploma or equivalent required
  • One (1) to two (2) years of professional customer service/support expertise and/or proven technical ability (either via phone, virtual, chat, or in-person)
  • Base working knowledge of Salesforce
  • 11:30-8pm EST shift
  • Required to work based on business needs, including occasional Saturdays, Sundays and holidays with flexible hours
  • Excellent customer service skills with a passion for service; "Client Focused"
  • Exhibits commitment to excellence, high standards and keen attention to detail
  • Proficiency in speaking to highly technical software
  • Willingness to work within a constantly changing work environment with flexibility and enthusiasm
  • Excellent written communication skills with demonstrated ability to write clearly and informatively
  • Excellent verbal communication skills including the ability to listen attentively, clarify needs and remain positive
  • Proficient at the use of Microsoft Word, PowerPoint, and Excel (or equivalent programs)
  • Ability to manage multiple applications running simultaneously
  • Must have high-speed, land line internet service (50 megabits download and 1 megabit upload) from a reliable provider
  • Successful completion of a pre-employment assessment
  • Successful completion of initial training
  • Candidates must be based and work in the US

PHYSICAL DEMANDS AND WORK ENVIRONMENT

  • Remote position - Discipline to work remotely, while following a set schedule
  • Frequently required to sit
  • Frequently required to talk or hear
  • Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard and mouse.

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