Have you ever wanted to be an Employee Owner?

We are looking for a motivated and customer-focused individual to join our team in providing technical assistance to clients. As a Service Specialist for the Customer Support Center, this person plays a key role in ensuring client satisfaction and is responsible for identifying technical issues and implementing the best solutions.

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
• Provide remote assistance to technicians on client emergency service calls
• Respond to requests for technical assistance in person, via phone, email, or text
• Analyze client needs, recognize business opportunities, and influence sales volume growth
• Follow up with customers and users to complete the resolution of issues
• Provide training to clients on products installed
• Assist on special projects as assigned
• Maintain basic product knowledge of operating systems to support all aspects of Solutions, Imaging, and IT

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
• Excellent verbal and written communication skills

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