Job Overview
We are seeking a dedicated and knowledgeable Technical Support Representative to join our team. In this role, you will be the first point of contact for customers experiencing technical issues with our products and services. Your primary responsibility will be to provide exceptional support through troubleshooting, problem-solving, and guidance on various technical matters.
Responsibilities
- Provide exceptional technical support to PFU America, Inc.’s customers and value-added resellers, including instruction on proper usage of our scanning equipment and software applications, along with applicable follow-up with previously assisted customers.
- Independently demonstrate initiative to increase knowledge of the company’s scanning products, software solutions, and troubleshooting techniques by reviewing and understanding resolution details of previously escalated calls
- Perform independent lab study, and keeping current on reviewing newly published and/or updated Knowledgebase content
- Resolve customer issues over the phone and/or chat and email using proper troubleshooting techniques, diagnosis, proprietary applications, the company’s Knowledgebase and Troubleshooting Checklists
- Demonstrate good judgement to ensure efficient escalation of support requests when reasonable troubleshooting efforts have been exhausted at the first level
- Meet monthly Customer Satisfaction and Net Promoter Score objectives
- Meet monthly department utilization rate by effectively managing activities to be productive in between customer contacts
- Demonstrate awareness of individual phone behaviors to ensure availability to accept inbound customer interactions in an efficient manner, along with effective management of refused call mitigation, and post-call administrative time
- Meet or exceed expected levels of cases logged against inbound customer interactions received along with capturing of symptoms and resolutions with accurate technical details as measured monthly
- Ensure that cases logged include thorough documentation of all customer details, product information, troubleshooting notes, and diagnostic results in TAC database
- Manage individual work queue to mitigate prolonged aging, along with appropriate actions to ensure the customer issue(s) are resolved to their satisfaction
- Effectively apply relevant knowledgebase content to qualify escalations for service or next level support assistance
- Communicate in a productive, professional, and technical manner with all support calls to provide effective solutions to our customers with no compromise to quality of support
- Explore opportunities with our customers by creating value of product refreshes, software solutions, while highlighting our service and trade-in programs to generate sales leads
- Perform outreach efforts on previously closed cases to ensure solutions have been solidified and customer is satisfied with the resolution
- Proactively assist in queue calls when staffing levels are in jeopardy, while effectively prioritizing task activities
Experience
- Proficiency in software troubleshooting across various operating systems (Windows, macOS, Linux).
- Excellent communication skills with the ability to explain technical concepts to non-technical users.
- A proactive approach to problem-solving with strong attention to detail.
Join us in delivering outstanding technical support that enhances customer satisfaction while expanding your skills in a dynamic environment!
Job Type: Temp-to-hire
Pay: $20.00 - $30.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Customer service: 2 years (Required)
Work Location: Remote
