Customer Support Specialist - Associate

LOCATION: Norcross, GA

PURPOSE OF POSITION: This position performs duties under direct supervision to provide support to customers and provision new accounts / users. To that end, the specialist assesses customer inquiries, issues and requests and resolves or escalates as needed in a timely fashion. The customer support specialist is generally associated with level 1 inquiries, issues or requests of small / low to moderate size, scope and complexity.

ESSENTIAL DUTIES AND RESPONSIBLITES:

  • Team with others in customer support to answer and process customer calls, e-mails, and faxes effectively and efficiently.
  • Utilize logging tools to accurately document conversations or correspondences throughout each customer interaction.
  • Follow proper troubleshooting steps, ask clarifying questions, discover underlying causes of concern and escalate as appropriate.
  • Maintain call ownership and provide regular and continuing communications with customers until resolutions are reached.
  • Demonstrate a sense of urgency to queues and customers.
  • Employ knowledge, skills and abilities to maximize single call resolution measurements.
  • Prioritize time to complete assigned tasks while maintaining a focus on productivity and customer satisfaction.
  • Use established methodologies and documented procedures to perform assigned tasks.
  • Keep management informed of issues and status.
  • Present a professional and pleasant image of the product and company.
  • Other duties as assigned.

JOB SPECIFICATIONS AND QUALIFICATIONS:

  • High school diploma or GED equivalent.
  • Previous customer service experience.
  • Understanding of how to use computers.
  • Knowledge of Microsoft Office applications.
  • Must be willing to work flexible hours required by a 24x7 production environment.

KNOWLEDGE/SKILLS/ABILITIES:

  • Written, verbal and listening communication skills.
  • Ability to learn new technology.
  • Ability to diagnose problems and find solutions.
  • Ability to work with others.
  • Ability to work to a deadline and respond to priority issues effectively.


If you are interested in applying for this position:
You can e-mail your cover letter, resume/CV and salary requirements to: resumes@easylink.com