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Customer Application Support

3 months ago

Irving, United States Planet Technology Full time

Member Support - Providing technical support and guidance to company members

  • Contract to hire
  • One day per month in office, could progress to up to 3 days per week onsite - Currently only 1 day per month
  • Irving, Texas


Must Have:

  • 3+ years phone and email product support
  • External client/customer facing experience
  • Call center environment experience
  • Application support experience is required - 10+ applications/sites/products is ideal
  • Strong problem-solving skills
  • Customer Service/Product service experience
  • Critical/Analytical thinking
  • Reading Comprehension


Responsibilities:

  • Communicate and coordinate with customers, members, field teams, business partners, distributors and suppliers to resolve issues in a timely manner
  • Assist members with password reset issues via phone
  • Provide support to members via troubleshooting of issues on products
  • Provide website support to members via phone and at times via email or chat
  • Keep records of member interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken in CRM tool
  • May initiate customer contact to proactively identify and address customer needs
  • Monitors the resolution process to ensure other departments follow through on requests
  • Provide product and service information for members by researching multiple databases for resolution
  • Follow up on member inquiries not immediately resolved
  • Escalate unresolved issues to Level II support