Client Support Representative
2 weeks ago
Position Overview:
The Customer Support Specialist serves as a vital touchpoint for customers interacting with our organization. Utilizing a positive and professional demeanor, along with comprehensive product knowledge, you will assist customers in reaching their objectives.
Your responsibilities will include managing inquiries via chat, phone, and email for both B2C and B2B clients, supporting customer account managers, and collaborating with the entire BlueVolt team to enhance the customer experience.
About BlueVolt: BlueVolt is an e-Learning provider dedicated to partnering with various organizations to boost sales, elevate brand visibility, and improve employee training.
In addition to our award-winning Learning Management System (LMS), we offer course development services, an extensive library of safety, compliance, and job-specific training modules, as well as a Continuing Education University for electricians and HVAC professionals seeking recertification.
Why Choose BlueVolt? If you are driven, eager to learn, and looking to advance your career, BlueVolt may be the right environment for you.
Key Responsibilities:
To excel in this role, the following tasks must be performed effectively:
Deliver exceptional service and support related to SaaS software, connectivity, authentication, billing, and best practices.
Manage incoming requests from both B2B and B2C customers in a courteous, timely, and thorough manner.
Efficiently gather customer information to meet their needs, provide resources for future reference, and document interactions through an online ticketing system.
Address issues with the best interests of both the customer and the organization in mind.Identify and evaluate opportunities for process enhancements.
Maintain up-to-date knowledge of relevant products/services and support policies to deliver accurate solutions to customers.
Escalate issues as necessary to ensure optimal resolution.
Additional responsibilities may be assigned based on performance and competency.
This position requires full-time, in-office attendance.
Required Competencies:
To perform this job successfully, candidates should demonstrate the following competencies:
Adaptability - Accepts feedback and adjusts to changes in the work environment. Manages competing demands effectively.
Communication - Demonstrates strong listening skills and articulates ideas clearly in both written and verbal forms. Keeps others informed and selects appropriate communication methods.
Collaboration - Maintains a positive attitude and builds effective relationships. Works cooperatively in team settings and resolves conflicts amicably.
Customer Service - Exhibits courtesy and sensitivity, managing challenging customer interactions with professionalism. Responds promptly to customer needs and seeks feedback for service improvement.
Dependability - Commits to delivering high-quality work, follows instructions, and adheres to attendance and punctuality standards.
Problem Solving - Develops alternative solutions, analyzes information effectively, and addresses issues proactively.
Qualifications:
To succeed in this role, candidates must meet the following requirements:
Education/Experience:
A college degree or equivalent professional experience in a call center or help desk setting.
Reasoning Ability:
Ability to solve practical problems and navigate various concrete variables in situations with limited standardization. Interpret multiple forms of instructions, whether written, oral, or visual.
Technical Skills:
Strong proficiency in PC-based internet and software applications
Familiarity with Microsoft Office
Knowledge of technical support issues related to internet connectivity across various platforms (Windows, Macintosh, mobile) and browsers (Internet Explorer, Mozilla Firefox, Google Chrome, etc.) is highly desirable.
Supervisory Responsibilities:
This position does not include supervisory responsibilities.
While performing the duties of this role, the employee is regularly required to sit, type, talk, hear, and utilize close vision. The employee may occasionally lift and move up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
The above job description is not intended to be an exhaustive list of duties and standards for the position. Incumbents will follow any other instructions and perform any related duties as assigned.
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