Technical Support Specialist
3 weeks ago
Cirrus Systems, Inc. is seeking a skilled Technical Support Agent to join our team.
The Technical Support Agent is responsible for providing fast, effective, and professional support to customers and installers of Cirrus products via phone and email, facilitating a frictionless product experience.
Key Responsibilities:
- Receive, assign, and manage support requests via phone or email
- Talk with customers to resolve issues through a series of actions
- Follow support processes to identify and resolve level 1 support issues
- Follow the escalation process to push complex issues to level 2 support
- Accurately process and record call transactions using support ticketing software
- Track tickets through support process until completion, including appropriate followup
- Create orders for replacement parts and track returns to ensure that parts are returned per warranty guidelines
- Align performance to assigned KPI goals individually and for your team
- Perform additional duties as assigned
Requirements:
- Strong organizational skills, problem-solving, and attention to detail
- Exceptional phone etiquette
- The ability to manage multiple priorities and be comfortable working under pressure
- Self-motivated and able to work in a team environment
- Ability to give full attention to what other people are saying, to use logic and reason to identify the strengths and weaknesses of alternative solutions
- A basic knowledge of software and hardware for personal computers and smartphones
- A technical mindset with a passion to learn about and understand our product
- Excellent written and verbal communication skills to deal effectively with internal and external contacts
- Knowledge of customer service principles and practices
- Ability to learn new skills, software, hardware and repair processes
- Innovative thinker who is positive, proactive, and readily embraces change
Education and Experience:
- High school diploma or equivalent required
- Customer Service/Support, Communications, or electronics field a plus
Physical Requirements:
- Must be able to sit for long periods of time
- Position requires use of headset/microphone
- Ability to lift, carry, and move up to 50 lbs
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