Customer Service Representative - Ohio City, United States - Primary Talent Partners

Primary Talent Partners Ohio City, United States

3 weeks ago

Description

Primary Talent Partners has a 4-month contract for a Customer Service Rep with our great educational client.

Summary:

Interacts with customers via various channels such as phone, email and online chat in order to actively walk customers through browser or CD based issues using classroom teachings, product knowledge or our Knowledge base.

Essential Accountabilities:

Respond to customer inquiries via phone, email, and chat
Resolve inquiries by answering questions on software or online products utilizing skills such as guiding customers through applications, assisting with installations, troubleshooting issues and performing testing as necessary to replicate issues.
Documents call contacts and details completely and accurately following established processes and procedures in a CRM application.
Actively manage open cases/tickets and ensure that all necessary follow-up is completed to provide resolution to meet department SLA's.
Ability to adapt to the technical knowledge level of the caller.
Develop product knowledge documentation on assigned products, update shared knowledge base and conduct training for other employees.

Knowledge and Experience/Requirements:

Experience guiding customers through products, troubleshooting issues and passing feedback to developers
Advanced problem-solving skills and ability to support all levels of customer technical aptitudes
Experience with managing tickets/cases from initial contact through to resolution
Understanding of operating systems, plug-ins, common software downloads (e.g. Adobe), etc.
Highly proficient with Microsoft Applications including Outlook, Excel, Word and Access
Ability to work in a fast-paced, call center environment
Ability to multi-task and prioritize work
The ability to work a flexible fixed schedule between the hours of 800am and 800pm

Primary Talent Partners is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.

If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at

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