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Customer Engagement Representative

4 months ago

Boise, United States Fisher's Technology Full time
Fisher's Technology
Fisher's mission is to make our customers extremely happy through technology offerings and services that maximize business efficiency and performance. And we do all that while having a great time and loving our work. Fisher's Technology has been selected as one of the "Best Places to Work in Idaho" for the last fifteen years.

Fisher's is a leading technology provider in Idaho, Montana, Utah, & Washington to help businesses perform at the top of their game. We manage IT environments (servers, cloud environments, network equipment, computers, mobile devices, applications, Cloud, VoIP, and internet services), sell and service office equipment (from Canon, Konica Minolta, HP, OCE and many others), and streamline business operations with electronic document management and related software solutions. Learn more at www.fisherstech.com.

Customer Engagement Representative Fisher's is seeking a qualified individual to work as part of our Fisher's Contact Center (FCC) as a Customer Engagement Representative. This team member will work closely with other members of the FCC, system engineers, IT professionals and our customers. Our ideal candidate has strong attention to detail and is customer service oriented.

Responsibilities to include the following but not limited to:
  • Manage phone queue and offer exceptional customer service over the phone.
  • Manage technician queues, call volumes, and maintain response times.
  • Manage an email inbox with customer inquiries and respond within a timely manner.
  • Become familiar with the role of office technologies in our customers' daily lives.
  • Become familiar with multifunction printer/copier drivers and interfaces.
  • Perform basic fact finding to determine if problem is hardware, software or network related.
  • Become familiar with everyday IT issues customers may experience, and route them appropriately.
  • Perform basic fact finding to determine urgency of technical issue, and create UIT ticket accordingly.
Qualifications:
  • Minimum 2 years of experience in a customer service role.
  • Must be able to multitask and manage multiple requests simultaneously.
  • Always offer the highest standard of customer service and ensure extremely happy customers.
  • Strong written and verbal communication skills.
  • Maintain cooperative and effective working relationships with others.
  • Be friendly and engaging when communicating with customers and fellow team members.
  • Be proficient in Microsoft office suites.
Fisher's Technology offers an extensive benefits package that includes the following:
  • Medical, Dental, & Vision Insurance
  • Life Insurance
  • Additional Voluntary Life Insurance
  • Paid Time Off
  • Paid Holidays & Extra Floating Holiday
  • 401(k) & 401(k) Matching
  • Employee Assistance Program
  • Flexible Spending Account
  • Health Savings Account
  • Short & Long Term Disability Insurance
  • Accident & Critical Illness Insurance