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Customer Service Representative

2 months ago

Anoka, Minnesota, United States DECOPAC INC. Full time
Job Description

Job Summary:

The Customer Technology Support Representative Level I provides exceptional technical support and customer service to DecoPac technology products and solutions to present and potential customers. This involves performing a thorough question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, resolving username and password problems, and assisting with navigating websites and applications. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

Responsibilities:

  • Provide support to customers via various channels as required.
  • Work a shift pattern, Monday to Friday, 10:15am-7:00pm and Saturday 7am-2pm.
  • Verify and log customer information in the system as per defined standards.
  • Resolve customer questions and concerns efficiently by actively listening, communicating clearly and concisely, and ensuring customer understanding.
  • Determine and test scenarios to reproduce user errors.
  • Receive and process product requests.
  • Evaluate calls and escalate to high-level or team leads for resolution if necessary.
  • Meet established goals for performance.
  • Exhibit and maintain high standards of customer service.
  • Become familiar with how products can help customers succeed.
  • Process system installation and training, and provide phone installation and training.
  • Set-up new customer accounts.
  • Assist with product and component testing as directed.
  • Stay current with system information, changes, and updates as communicated.
  • Collaborate with the team to solve complex technical issues.
  • Report any food safety concerns to Supervisor for resolution, including a food package that is open to the food for any reason.
  • Perform other duties as assigned.

Qualifications:

  • High school diploma, GED, or equivalent, with a minimum of 3 years providing phone, helpdesk support, or customer service.
  • Knowledge and experience of customer service practices.
  • Strong knowledge of software applications, including spreadsheet (Microsoft Excel), word processing (Microsoft Word), presentations (Microsoft PowerPoint), and e-mail (Microsoft Outlook).
  • Experience troubleshooting and testing devices and applications based on Android, iOS, and other operating systems.
  • Experience supporting 'inkjet' based printing products is a plus.
  • IBM System (AS/400) experience is a plus.
  • Understanding of PCs, including major browsers (IE, FF, Safari, Chrome), and other web-based applications.
  • Experience using CRM (Customer Relationship Management) software or similar.
  • Bilingual Spanish is highly preferred.

Key Competencies:

  • Ability to type at least 30 wpm.
  • Ability to function well in a team environment.
  • Ability to learn and retain new information and concepts quickly and diagnose and solve problems.
  • Multi-tasking capabilities with meticulous attention to detail.
  • Exemplary attendance and punctuality.
  • Strong interpersonal skills with the ability to relate to customers, peers, and management.
  • Ability to exhibit poise, composure, and confidence when confronting stressful or high-pressure situations.
  • Effective verbal and written communication skills.
  • Attention to detail.

Physical and Mental Demands:

While performing the duties of this job, the employee is frequently required to sit, talk, and/or hear, and/or use hands to fingers, handle, or touch objects, tools, or controls. The employee is occasionally required to stand, and/or walk. The employee must occasionally lift and/or move up to 10 pounds while moving files or small packages. Specific vision abilities required by this job include close vision and the ability to adjust focus. The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position. Mental Demands consist of frequently interpret data, make decisions, organize, problem solve, and time management.