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Customer Service Representative

2 months ago

Atlanta, Georgia, United States Perfect Search Full time
Job Title: Customer Support Representative

Job Summary: We are seeking a highly skilled and customer-focused Customer Support Representative to join our team at Perfect Search. As a key member of our support team, you will be responsible for providing exceptional technical and non-technical support to our internal customers, website subscribers, and external partners.

Key Responsibilities:

  • Provide Tier I resolution support to customers via phone, email, and chat
  • Maintain accurate call history and track problems in our tracking system
  • Escalate complex issues to the next support level in a timely manner
  • Follow established procedures and suggest updates for improvement
  • Demonstrate excellent communication and active listening skills to provide exceptional customer service
  • Redirect calls, chats, and emails to relevant parties while ensuring compliance with guidelines
  • Participate in and complete all training and special projects
  • Provide desk-side support as required
  • Travel to company locations as needed

Requirements:

  • 2-year associate degree or comparable experience
  • 2+ years experience in a customer service/technical support/Help Desk environment
  • CompTIA A+ Certification preferred

Technical Skills:

  • Thorough PC/Windows skills (i.e., Win7, Win10, Win11)
  • Excellent Microsoft Office product knowledge (2010 and up)
  • Experience maintaining PC's peripherals and various office equipment
  • Experience documenting and tracking IT Help Desk requests
  • Level I network connectivity troubleshooting experience

Soft Skills:

  • Excellent telephone skills
  • Excellent customer service skills
  • Excellent listening skills
  • Good time management skills
  • Thorough problem-solving aptitude
  • Good technical aptitude
  • Excellent interpersonal and teamwork aptitude
  • Confident, professional mannerism

Physical Demands:

  • Ability to move boxes and equipment weighing up to 50 pounds