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Customer Support Specialist

2 months ago

Tempe, Arizona, United States OvationCXM Full time
Job Overview

Company Background

OvationCXM, operating under Boomtown Network Inc., is a leader in Customer Experience Management, dedicated to assisting businesses and their partners in delivering outstanding customer interactions with complete transparency and control. Our platform, known as the CXMEngine, integrates various tools such as CRM connectors, customer journey orchestration, and communication solutions into a unified system. Professionals in customer experience choose OvationCXM for its ability to simplify complex processes across all customer engagement points.

As we expand our influence in the Customer Experience Management sector, we are on the lookout for enthusiastic and skilled individuals who can contribute to our mission of transforming customer experiences digitally. If you are eager to be part of a vibrant organization that embraces challenges, this could be the right opportunity for you.

Position Summary

In the role of Technical Support Associate, you will be an integral member of our Customer Care Team. Your primary responsibility will be to assist customers through various communication channels (calls, chats, and emails) in resolving issues related to their point-of-sale (POS) systems, credit card readers, and associated hardware, including network devices, printers, barcode scanners, and cash drawers. Given that you may not have direct access to the hardware, effective communication and problem-solving skills will be essential in guiding customers to successful resolutions. You will have access to a comprehensive knowledge base and a supportive team to aid you in your tasks.

Key Responsibilities

  • Provide remote assistance to customers via email, SMS, and phone to address a variety of in-store technology challenges, including Wi-Fi connectivity, hardware and software malfunctions, credit card processing, and POS integration.
  • Troubleshoot mobile POS network issues, ensuring connectivity between tablets and printers with both wired and wireless devices.
  • Respond to quick-fix inquiries regarding supported devices.
  • Take ownership of customer issues until resolution or escalation, ensuring timely and accurate feedback to both customers and team members.
  • Achieve a high rate of issue resolution during the first customer interaction.
  • Document all customer interactions clearly and concisely in our CXM software.

Qualifications

  • Adaptability to change, resilience in challenging situations, and a willingness to break away from conventional business practices.
  • Ability to think critically and resourcefully, even when the answer is not immediately known.
  • Quick learning and adaptability to a fast-paced, evolving environment.
  • Strong organizational skills with the capability to multitask and prioritize effectively.
  • Excellent verbal communication skills, demonstrating empathy regardless of the customer's demeanor.
  • Integrity and transparency in all interactions.
  • A sense of humor and a collaborative spirit.

Additional Information

  • This position requires you to have your own hardware, including:
    • A Windows 10 computer with a minimum of a quad-core processor and 8GB of RAM.
    • A wired internet connection (Wi-Fi is not acceptable).
    • A headset with a microphone for call handling.
  • Flexible working hours are essential, as we provide 24/7 support and require coverage across various shifts.
  • Benefits:
    • Comprehensive health, dental, vision, and life insurance.
    • Short-term and long-term disability coverage.
    • Performance-based cash and stock option bonuses.
    • 401(k) retirement plan.
    • Wellness programs, including free subscriptions to various health and fitness platforms.

We value individuals who can contribute positively to our dynamic and innovative environment. If you possess the right attitude and skills, we encourage you to consider this opportunity.