What are the responsibilities and job description for the Customer Service and Technical Support Representative position at Aptonet?
We are seeking a Customer Service and Technical Support Representative to support our clients through service inquiries and technical problems while taking appropriate corrective action. This role involves establishing service guidelines, maintaining detailed records, and mentoring junior support staff.
About the Role
This position is responsible for leading operations within an area that significantly impacts results for the support function. You will assist and train lower-level support employees while resolving complex customer issues that may span multiple areas.
Responsibilities
- Support customers through service inquiries and technical problems
- Take appropriate corrective action to initiate repair, return, or field servicing
- Establish company guides on servicing and repairs
- Maintain logs, records, and files on all repairs and service activities
- Escalate complex issues to appropriate teams
- Assist and train lower-level support employees
- Communicate with internal and external contacts on matters of significant importance
- Resolve unclear problems through analysis and application of prior experience
Requirements
- High school diploma or equivalent
- 3-5 years of prior relevant customer service or technical support experience
- Comprehensive understanding of service and repair operations
- Ability to resolve complex problems spanning multiple areas
- Strong communication skills with internal and external stakeholders
- Extensive knowledge in specialized support functions