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Customer Support Representative

4 months ago

Duluth, United States Pace-O-Matic, Inc. Full time

Summary

Pace-O-Matic develops, produces, licenses, and operates computer games of skill. Since Pace-O-Matic was founded in 2000, we have built a talented leadership team and a company culture defined by integrity, innovation, and compliance. Pace Labs is our technology team focused on research & development of our many industry-leading products. As a member of the Pace Labs team, you will help the company push forward and innovate.

Our Technical Support/Customer Support Representatives for the Velocity team are responsible for maintaining a professional relationship with customers and co-workers by providing responsive, thorough, and courteous technical support over the phone and email. This is an Advanced Support position. Candidates with prior experience in phone-based technical support are preferred.

We offer a full compensation package, including competitive salary and benefits.

Responsibilities include:

  • Manage incoming calls and prioritize responses based on several determining factors
  • Respond to customer queries in a timely and accurate way via phone, email, or text
  • Identify customer needs and help customers use specific features
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Keep records of customer interactions, process customer accounts and file documents
  • Gather customer feedback and share with our Production, Sales and Marketing teams

Requirements

  • The ideal candidate will have 2-3 years of technical support experience, e.g., with cable, telephone, or internet provider.
  • Familiarity with Microsoft Office (Teams, Outlook, SharePoint, etc.)
  • Solve technical problems and provide support for all assigned areas.
  • Provide timely and thorough resolutions to any customer issues.
  • Keep customers updated at all times during the process and "own" the issue until resolved satisfactorily.
  • Educate the customer as you resolve their issue and work as a team.
  • Recommend procedure modifications or improvements.
  • Ability to be on-call as needed, and may include nights and weekends on a rotational basis with comp time provided.
  • Always utilize excellent customer service skills and exceed customer expectations.