JOB SUMMARY: The purpose of this position is to provide quality technical customer support to our customers, support post sales efforts and the overall goals and objectives of the organization.

RESPONSIBILITIES/DUTIES:

• Responds to customer inquiries via phone and e-mail regarding customer support issues.
• Ensure customer satisfaction by directly providing customers with solutions to problems/issues according to service standards.
• Troubleshoot customer issues relating to the wireless network carrier, application software and various hardware device manufacturers.
• Initiate supplier activation services for all appropriate software and hardware sales.
• Improve response time to customer inquiries by continuously improving communications, analytical, and learning skills.
• Continuously improve customer satisfaction by soliciting customer suggestions for product and service improvements and then escalating such suggestions to the Manager.
• Ensure customer satisfaction by using good judgment if current Policies and Procedures introduce a conflict with the customer, subsequently escalating to the Manager.
• Resolve open problems in accordance with current Policies and Procedures.
• Acquire product knowledge and related skills by assuming additional responsibilities as requested.
• Relies on instructions and pre-established guidelines to perform the functions of the job.
• Works under immediate supervision.
• Performs all other duties as assigned.

QUALIFICATIONS/REQUIREMENTS:

• Working computer knowledge including MS Windows, MS Office and database software.
• Organized, detail-oriented and multi-task capable.
• Excellent verbal and written communication skills and customer service attitude.
• Possess knowledge of commonly used concepts, practices, and procedures within a technical support/customer support center.
• Self-motivated, team-oriented with demonstrated experience of team concept and attaining team goals.
• Prefer 1 year of experience supporting customers in a product support role.
• Strong interpersonal skills and the ability to work well with all levels of internal management and staff, as well as outside clients.
• Must be able to research and resolve issues as they arrive and assist in other areas as required.

 PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Individuals may be required to sit or stand for long periods of time throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day. Proper lifting techniques required.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

For the most part ambient room temperatures, lighting and traditional office equipment as found in a typical office environment.

Apriva is an equal opportunity employer