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Job Summary:
Responsible for processing Customer orders, including telephone, mail, fax, and Internet, as assigned, and responding to Customer order and product support inquiries via these channels. Handles basic technical support questions, directing more advanced questions to appropriate individuals, handles Customer file maintenance procedures, and serves as primary focus for Customer service problem resolution. Provides direct support for multiple online platforms, including PARiConnect, SDS and InVista.
Supervisory Responsibilities:
May occasionally be asked to assist in training new hires through call/screen sharing and presenting on specific topics.
Cm
Essential Functions of this position include, but are not limited to:
1. Handles incoming Customer phone calls, e-mails, and Dialpad chats promptly and efficiently according to established Customer-sensitive departmental procedures, with a focus on providing world-class service. Escalates advanced support calls to pertinent staff. Works closely with Vice President of Customer Support and Order Entry Coordinator/Operations Coordinator to ensure there is sufficient phone coverage during working hours (8:00 am-6:30 pm).
2. Process incoming fax, web and email orders, ensuring that all orders are processed and shipped the same day they are received. Minimize invoicing errors by maintaining attention to detail and accuracy and reporting when additional training is needed. May be asked to document problem orders, and process credits. Wo rk to maintain accurate customer/contact data, collecting and updating pertinent Customer information including Customer e-mail addresses.
3. Monitors, assigns and responds to incoming customer emails, ensuring all emails are handled within our defined time commitments and meet our quality standards to ensure high levels of customer satisfaction.
4. Provides support related to PARiConnect, including registration and qualification procedures, supervisor changes, adding/removing uses, and navigation assistance. Actively promote PARiConnect platform to customers with the goal of registering new customers as often as possible.
5. Provides support for InVista platform to both customers and candidates. Responsible for assisting candidates with accessing the system and troubleshooting technical issues; assisting customers with use of the platform and communicating information between customers and relevant internal staff.
6. Learns basic Technical Support procedures to enable software and counter use installation, as well as digital downloads of software and e-manuals. Work to limit transfer of calls/emails for more complicated issues, while using those as opportunities to learn new procedures and products. May be asked to assist in testing and documentation of various issues, platforms and databases.
7. Additional responsibilities may include but are not limited to: Convention planning/attendance and booth staffing, webinar assistance and presentations, testing of platforms and systems, processing of Professional Report Service sheets, documenting meeting minutes or creating meeting agendas, recording/activating phone messages, SDS Support, UPP assistance, and redaction of credit cards from orders.
Required Skills/Abilities:
Education and Experience:
Physical Requirements:
Other
Print & Book Publishing
$53k-71k (estimate)
03/24/2023
05/10/2024
self-directed-search.com
Lutz, FL
<25
Print & Book Publishing
The job skills required for CUSTOMER SUPPORT SPECIALIST include Customer Service, Commitment, Planning, Written Communication, Customer Support, Attention to Detail, etc. Having related job skills and expertise will give you an advantage when applying to be a CUSTOMER SUPPORT SPECIALIST. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by CUSTOMER SUPPORT SPECIALIST. Select any job title you are interested in and start to search job requirements.
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If you are interested in becoming a Customer Support Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Support Specialist for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Customer Support Specialist job description and responsibilities
To enhance customer experience, they help customers complete purchases, upgrades/returns and frequently provide necessary technical assistance.
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A Customer Support Specialist will also replace products or process payment refunds as needed.
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They help customers with their queries and complaints.
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Listen to customer complaints and provide adequate solutions for their problem via phone or email.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Support Specialist jobs
Communication skills come as pretty much as a given, concerning customer support.
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Make Connections and Give Compliments.
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Ensure that customers understand the resolution and provide on-going education to customers.
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Compile and analyze customer requirements to give the best advice and resolve their query.
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Customer service experience- A thorough knowledge of how to delight customers through strong researching, problem solving and troubleshooting skills.
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