Customer Support Technical Specialist

2 weeks ago


Jersey City, New Jersey, United States Coda Staffing Full time
Position Overview

Coda Staffing is seeking a motivated and detail-oriented Customer Support Technical Specialist to join our dynamic team. In this role, you will be instrumental in addressing and managing incoming customer inquiries, issues, and complaints, ensuring a high level of customer satisfaction through your technical expertise.

Key Responsibilities:

  • Ensure prompt and thorough resolution of customer-reported issues via phone and email support, including coordinating parts delivery and scheduling on-site visits by Technical Engineers.
  • Process support requests from clients and facilitate necessary parts orders to the back office.
  • Maintain customer satisfaction by adhering to professional technical assistance standards concerning cost, service quality, and response time.
  • Collect and analyze product data from the market to inform service improvements.
  • Gather and manage feedback data related to products to enhance service delivery.
  • Proactively assist in reducing support costs by collaborating with Customer Account Teams.
  • Effectively document and manage incoming cases, including technical inquiries and customer complaints.
  • Serve as the initial point of contact for troubleshooting and escalate issues as needed to meet customer service level agreements (SLAs).
  • Collaborate with service teams to ensure timely resolution of issues in accordance with customer SLAs.
  • Maintain accuracy of data within operational systems at all times.

Ideal Candidate Profile:

The successful candidate will be passionate about customer service, demonstrating enthusiasm and a proactive approach while maintaining a grounded and ethical demeanor. You should be adaptable and capable of engaging with various personality types.

Qualifications:

  • 1-3 years of experience in a customer service support role or call center environment.
  • High school diploma or Bachelor's Degree.
  • Excellent verbal communication skills and active listening abilities.
  • Familiarity with customer service principles and practices.
  • Experience with CRM systems is a plus.
  • Strong multitasking abilities, with effective time management and prioritization skills.


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