PERRY proTECH is Hiring a Customer Support Center - Service Specialist Near Lima, OH
Job DescriptionHave you ever wanted to be an Employee Owner? We are looking for a motivated and customer-focused individual to join our team as a Service Specialist!As a Service Specialist for the Customer Support Center, this person plays a key role in ensuring client satisfaction by serving as the first point of contact for clients seeking technical assistance. This individual is responsible for identifying issues and implementing the best solutions according to the details provided by clients and based on priority and Service Level Agreements (SLA). This person will provide support via phone, email, or ticketing system and maintain a record of all client contact. ESSENTIAL FUNCTIONS:Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.
Contribute to the team goal of closing 25% of service calls with a 10% recall rate via remote support
Maximize client satisfaction with first-call resolution
Perform remote troubleshooting through diagnostic techniques and pertinent questions at a level consistent with performance expectations
Provide remote assistance to technicians on client emergency service calls when needed
Respond to requests for technical assistance in person, via phone, email, or text
Analyze client needs, recognize business opportunities, and influence sales volume growth
Log all internal and external client interactions noting the troubleshooting, resolution, or escalation of issues
Recognize and escalate issues when an additional skillset is needed
Inform the Service Manager of the device territory of recurring issues involving the client
Follow up with customers and users to complete the resolution of issues
Provide training to clients on products installed
Train on third-party remote management tools
Assist on special projects as assigned
Follow standard call center procedures
Maintain basic product knowledge of operating systems to support all aspects of Solutions, Imaging, and IT
Communicate and interact with clients, service, sales, and administrative staff in a courteous and professional manner
GENERAL REQUIREMENTS:
Excellent customer service skills
Excellent time management skills
Ability to handle interruptions while completing daily tasks
Ability to handle difficult or emotional customer situations
Ability to be an active listener over the phone
Keen attention to detail and interest in problem-solving
Self-motivated, flexible, and take initiative
Excellent verbal and written communication skills
Prioritize customer service and client satisfaction
Present yourself in a professional and courteous manner as a representative of PERRY proTECH
Uphold and embody PERRY proTECH core values at all times
Abide by PERRY proTECH policies and procedures outlined in the Company Handbook
WORK ENVIRONMENT:A Service Specialist works in the office and must be able to sit for an extended period of time. QUALIFICATIONS:
Associate degree or equivalent with a demonstrated successful work history
Proven experience in a help desk or customer service support position
Implementation or technical support background
Proficient in Microsoft Office Suite
Company DescriptionPERRY proTECH is recognized as a leading provider of business technology solutions and products throughout Ohio, Indiana, and Michigan. Since our founding in 1965, PERRY proTECH has evolved with customer needs and adapted as technology progressed. Our mission is to help our clients achieve a competitive advantage by maximizing the integration of technology with business needs. PERRY proTECH manages relationships with multiple technology manufacturers so we can source a range of options to help our customers find the best solutions. We are 100% Employee-Owned. Every employee thinks and acts like an owner because they are one. Our employee-owners are committed to solving our clients’ challenges with custom solutions that drive efficiency and cost-effectiveness. Join our team of talented employee-owners in transforming business operations with expertise and innovation! PERRY proTECH is recognized as a leading provider of business technology solutions and products throughout Ohio, Indiana, and Michigan. Since our founding in 1965, PERRY proTECH has evolved with customer needs and adapted as technology progressed. Our mission is to help our clients achieve a competitive advantage by maximizing the integration of technology with business needs. PERRY proTECH manages relationships with multiple technology manufacturers so we can source a range of options to help our customers find the best solutions. We are 100% Employee-Owned. Every employee thinks and acts like an owner because they are one. Our employee-owners are committed to solving our clients’ challenges with custom solutions that drive efficiency and cost-effectiveness. Join our team of talented employee-owners in transforming business operations with expertise and innovation!