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Customer Service Representative - Stuart, United States - INTELLECTT INC
Description
Job Title: Customer Service Representative
Location: Stuart, FL, USA
Duration: 12 Months
Description:
POSITION PURPOSE
The Service Desk Representative role is responsible for providing essential support for information technologies at Liberator Medical.
Support is facilitated by the Service Desk Representative via phone, e mail, chat and side by side instruction or support.
This role works in a dynamic, fast paced call center environment and is responsible for providing direct support for Liberator's staff as they use information technologies to advance the business unit goals and mission.
PRIMARY DUTIES AND RESPONSIBILITIES
Customer Service:
Service Desk staff are responsible for ensuring customer satisfaction in every step of problem resolution. Staff members are required to track detailed information about each customer's service needs in an incident management system. Staff must also document their diagnostic steps and communications with the customer as they troubleshoot the reported problem.
Investigation and use of a knowledge base are required to find the correct solution. Staff follow up with all customers to ensure a good experience is received. Ability to communicate effectively and professionally with members at all levels across the Liberator Medical and global community is essential.
Keeping support services running smoothly and efficiently is a priority for the Service desk staff, and all team members are required to perform other office work as necessary from time to time.
Computing Information and Referral:
Service Desk staff provide general information about computing services at Liberator. This includes information about access to services provided by IT and other Liberator departments. Service Desk staff must be familiar with and abide by company policies associated with responsible use of information technologies.
Service Desk staff must be able to recognize questions that go beyond the scope of services provided by the IT Service Desk and make accurate referrals to other service providers as needed.
Problem Resolution:
Service Desk staff work directly with customers to resolve their problems accessing Liberator networked services. Problem resolution involves gathering information, diagnosing the customers' needs, conducting research to find correct solutions, and confirming that the customers can access their required services or applications.
Staff members work in teams that specialize in Windows computing.
Staff members will also support Apple mobile devices that we manage.
MINIMUM REQUIREMENTS OR QUALIFICATIONS (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)
High School Diploma or equivalent Information Technology training or degree in related field and/or 1-year IT work experience.
Past work experience in a high traffic customer service setting.
Excellent verbal and written communication skills.
Knowledge of commonly used concepts, practices, and procedures for end user technical support.
Strong customer service experience.
Excellent phone etiquette.
Strong problem solving and research skills.
Experience using Microsoft applications and cloud services.
Functional knowledge of Windows computing and iOS mobile devices.
