What are the responsibilities and job description for the Customer Support Associate position at Careers | 4G Clinical?
The Customer Support Associate is responsible for the following:
- Work with our customers to ensure their needs are managed to the highest level of satisfaction and any issues or problems are addressed promptly and professionally to retain business.
- Follow established procedures and guidelines and provide suggestions to help drive positive process improvements.
- Responsible for handling calls from new and existing customers regarding a variety of requests, fulfilling requests, and maintaining the database.
- Troubleshoot issues by clarifying, researching, implementing solutions, and escalating unresolved problems.
- Ensure communication is properly documented in the Event Tracking tool.
- Provide off hours coverage on a predetermined schedule supplied by the Lead or Senior Customer Support Associate.
- Provide coverage on weekend, holidays and OT as needed and/or as scheduled by the Lead or Senior Customer Support Associate.
- Able to work in the event of any services outages i.e. power, phone, internet etc.
- Participate in all required job training and development courses and seminars.
- Assist with system testing.
This JOB description should not be deemed all-inclusive. Additional requirements and expectations may be assigned. At all times, employees are expected to adhere to company policies and company SOPs