Customer Support Center

3 weeks ago

Lima, United States PERRY proTECH Full time
Job DescriptionJob Description

Have you ever wanted to be an Employee Owner? We are looking for a motivated and customer-focused individual to join our team as a Service Specialist

As a Service Specialist for the Customer Support Center, this person plays a key role in ensuring client satisfaction by serving as the first point of contact for clients seeking technical assistance. This individual is responsible for identifying issues and implementing the best solutions according to the details provided by clients and based on priority and Service Level Agreements (SLA). This person will provide support via phone, email, or ticketing system and maintain a record of all client contact.

ESSENTIAL FUNCTIONS:

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

  • Contribute to the team goal of closing 25% of service calls with a 10% recall rate via remote support
  • Maximize client satisfaction with first-call resolution
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions at a level consistent with performance expectations
  • Provide remote assistance to technicians on client emergency service calls when needed
  • Respond to requests for technical assistance in person, via phone, email, or text
  • Analyze client needs, recognize business opportunities, and influence sales volume growth
  • Log all internal and external client interactions noting the troubleshooting, resolution, or escalation of issues
  • Recognize and escalate issues when an additional skillset is needed
  • Inform the Service Manager of the device territory of recurring issues involving the client
  • Follow up with customers and users to complete the resolution of issues
  • Provide training to clients on products installed
  • Train on third-party remote management tools
  • Assist on special projects as assigned
  • Follow standard call center procedures
  • Maintain basic product knowledge of operating systems to support all aspects of Solutions, Imaging, and IT
  • Communicate and interact with clients, service, sales, and administrative staff in a courteous and professional manner

GENERAL REQUIREMENTS:

  • Excellent customer service skills
  • Excellent time management skills
  • Ability to handle interruptions while completing daily tasks
  • Ability to handle difficult or emotional customer situations
  • Ability to be an active listener over the phone
  • Keen attention to detail and interest in problem-solving
  • Self-motivated, flexible, and take initiative
  • Excellent verbal and written communication skills
  • Prioritize customer service and client satisfaction
  • Present yourself in a professional and courteous manner as a representative of PERRY proTECH
  • Uphold and embody PERRY proTECH core values at all times
  • Abide by PERRY proTECH policies and procedures outlined in the Company Handbook

WORK ENVIRONMENT:

A Service Specialist works in the office and must be able to sit for an extended period of time.

QUALIFICATIONS:

  • Associate degree or equivalent with a demonstrated successful work history
  • Proven experience in a help desk or customer service support position
  • Implementation or technical support background
  • Proficient in Microsoft Office Suite
Company DescriptionPERRY proTECH is recognized as a leading provider of business technology solutions and products throughout Ohio, Indiana, and Michigan. Since our founding in 1965, PERRY proTECH has evolved with customer needs and adapted as technology progressed. Our mission is to help our clients achieve a competitive advantage by maximizing the integration of technology with business needs. PERRY proTECH manages relationships with multiple technology manufacturers so we can source a range of options to help our customers find the best solutions. We are 100% Employee-Owned. Every employee thinks and acts like an owner because they are one. Our employee-owners are committed to solving our clients’ challenges with custom solutions that drive efficiency and cost-effectiveness. Join our team of talented employee-owners in transforming business operations with expertise and innovationCompany DescriptionPERRY proTECH is recognized as a leading provider of business technology solutions and products throughout Ohio, Indiana, and Michigan. Since our founding in 1965, PERRY proTECH has evolved with customer needs and adapted as technology progressed. Our mission is to help our clients achieve a competitive advantage by maximizing the integration of technology with business needs. PERRY proTECH manages relationships with multiple technology manufacturers so we can source a range of options to help our customers find the best solutions. We are 100% Employee-Owned. Every employee thinks and acts like an owner because they are one. Our employee-owners are committed to solving our clients’ challenges with custom solutions that drive efficiency and cost-effectiveness. Join our team of talented employee-owners in transforming business operations with expertise and innovation

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