Technical Customer Service Representative

3 days ago

Cedar Rapids, United States TEKsystems Full time

Description:

As a Technical Customer Service Representative, you will play an important role in delivering a delightful experience that unlocks every tax advantage for our customers by leveraging your customer service and technical expertise along with your exceptional communication and interpersonal skills.

* Overall support of the products through phone, chat, and email providing a positive customer experience.

- The scope of product (technical) support includes navigation, connectivity, compatibility, usability and general product knowledge.

- Provide product and service information.

- Take ownership of customer's communications to work directly with a specific customer.

- Route customers to the appropriate communication method (phone call, private message, and direct message).

- Perform duties and responsibilities to meet KPIs.

- Handle up to three (3) customers' chats simultaneously.

- Recommend responses for the knowledge database and send them to lead for review/creation.

- Promote teamwork and foster collaboration.

- Convey a professional and positive image internally and externally.

- Ability to operate multiple system applications and screens at the same time.

- Capability of utilizing resources provided for quick issue resolution.

- Troubleshoot and resolve customer inquiries utilizing defined processes and procedures.

- Use the equipment and applications provided to interact with customers.

Skills:

Technical Help Desk, Phone Support, Email Support, Windows, Software, Troubleshooting

Additional Skills & Qualifications:

- Knowledge and work experience with browser-based applications a plus.

- Experience with online tax software - preferred.

- Exceptional communication and interpersonal skills are essential.

- Call Center experience - preferred.

- Strong troubleshooting and problem-solving skills

- 2+ years of experience with Internet browsers & Microsoft Window's operating systems - preferred.

- Ability to work effectively within a team environment to accomplish goals.

- Ability to work well under pressure and meet deadlines with minimal direction.

- Excellent written and verbal communication skills

- Positive attitude

- Detail oriented

- Strong organizational/time management skills and multi-tasking abilities.

- Typing skills - 25+ WPM - preferred

KNOWLEDGE

- Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.

- English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition and grammar.

- Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.

SKILLS

- Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.

- Speaking - Ability to speak to others to convey information effectively.

- Service Orientation - Actively looking for ways to help people.

- Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

- Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

- Proficiency in Microsoft Office products.

Experience Level:

Entry Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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