Customer Experience Tech Support

2 days ago

Woodinville, United States Precision Door Service Full time

Job Type

Full-time

Description

CXS Tech Support

Location: Federal Way or Woodinville, Washington

Job Type: Full-Time

Job Summary:

We are seeking a proactive and customer-focused individual to join our team as a CXS Tech Support representative. In this role, you will be responsible for providing technical support and assistance to customers via Discord, email, and other communication channels. You will play a crucial role in ensuring customer satisfaction by addressing inquiries, resolving issues, and coordinating service appointments.

Key Responsibilities:

We are seeking a proactive and customer-focused individual to join our team as a CXS Tech Support representative. In this role, you will be responsible for providing technical support and assistance to customers via Discord, email, and other communication channels. You will play a crucial role in ensuring customer satisfaction by addressing inquiries, resolving issues, and coordinating service appointments.

Key Responsibilities:

•3 years of experience in a customer service-related role

•Ability to communicate effectively over the phone, chat, and emails

•Monitor channels to make sure our technicians are being assisted so that we are addressing customer queries, concerns, and technical issues promptly. Also, respond to emails and call customers in a timely fashion to ensure we are assisting our customers.

•Coordinate scheduling for field technicians based on job requirements and technician availability. Liaise with technicians to allocate resources and schedule appointments.

•Aid with creating and scheduling jobs for large construction projects.

•Respond to customer reviews and feedback on online platforms professionally and promptly.

•Maintain reports related to technical support activities, including ticket volumes, response times, and customer satisfaction metrics.

•Diagnose and troubleshoot technical issues reported by customers, providing clear instructions and guidance for resolution.

•Contribute to the development and maintenance of an internal knowledge base, ensuring up-to-date information and solutions are available for common issues.

•Provide training and support to new team members and assist with the ongoing development of existing staff to ensure elevated levels of competency and service quality.

•Manage the escalation process for complex or unresolved technical issues, ensuring timely and effective resolution by coordinating with higher-level support teams or specialized departments.

•Conduct follow-up communications with customers to ensure their issues have been resolved satisfactorily and to gather feedback on the support experience.

•Identify opportunities for improving internal systems, processes, and tools to enhance efficiency and customer satisfaction.

•Gather and relay customer feedback and insights to the product development team to inform future enhancements and product improvements.

•Ensure compliance with company policies, procedures, and security protocols while handling customer data and technical support processes.

•Provide support in multiple languages, if applicable, to cater to a diverse customer base.

•Assist in planning and coordinating customer-related events, webinars, or training sessions to enhance customer engagement and satisfaction.

Requirements

  • Excellent communication skills, both written and verbal.
  • Strong customer service orientation with the ability to remain calm and professional in challenging situations.
  • Detail-oriented with excellent organizational and time management skills.
  • Ability to multitask and prioritize tasks effectively in a fast-paced environment.
  • Proficiency in using communication tools such as Discord, email platforms, and scheduling software.
  • Previous experience in technical support, customer service, or related field preferred.
  • Familiarity with the garage door industry a plus.
  • Spanish Speaker a plus.

If you are passionate about delivering exceptional customer service and have a knack for troubleshooting technical issues, we encourage you to apply for the CXS Tech Support role. Join our team and be a part of providing top-notch support to our customers in the gaming community.

Salary Description

$20-$28 per hour

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