Customer Service Associate - Greenfield, United States - Exela Enterprise Solutions, Inc.

Exela Enterprise Solutions, Inc. Greenfield, United States

1 week ago

Description

Essential Job Responsibilities:

Act as the primary point of contact for clients seeking technical support, promptly responding to inquiries via phone, email, or online chat.

Provide expert technical assistance and troubleshooting guidance to clients experiencing issues with our products or services, diagnosing problems and guiding them through resolution steps.

Document all client interactions, inquiries, and resolutions accurately and comprehensively in the appropriate systems or databases, ensuring thorough record-keeping and data accuracy.

Collaborate closely with internal technical teams to escalate complex issues and ensure timely resolution, advocating for clients and providing regular updates on the status of their cases.

Assist clients with product setup, configuration, and customization, offering guidance and best practices to optimize their use of our offerings.

Educate clients on product features, functionalities, and updates, ensuring they have the knowledge and resources needed to leverage our solutions effectively.

Identify trends or recurring issues in client inquiries and work proactively to address root causes, contributing to ongoing improvements in product quality and customer satisfaction.

Provide feedback to internal teams based on client insights and experiences, advocating for enhancements or new features to meet client needs and expectations.

Participate in ongoing training and professional development activities to stay current on product knowledge, technical skills, and industry trends, continuously enhancing your expertise and capabilities.

Maintain a positive and professional demeanor in all client interactions, striving to exceed expectations and deliver an outstanding service experience that reinforces client loyalty and satisfaction.

Provide Dangerous Good Shipping for client

Qualifications:

Associate's or bachelor's degree in hospitality management, business administration, or a related field, or an equivalent combination of education and relevant experience is required.

Minimum of 2 years of experience in a customer service or technical support role, preferably in a technology-related industry.

Strong technical aptitude and proficiency with computer systems, software applications, and troubleshooting methodologies.

Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to clients of varying technical backgrounds.

Proven ability to prioritize tasks, manage multiple priorities simultaneously, and work effectively under pressure in a fast-paced environment.

Exceptional problem-solving skills and a demonstrated ability to think analytically and creatively to resolve complex issues.

Customer-focused mindset with a passion for delivering exceptional service and building positive client relationships.

Willingness to work flexible hours, including evenings and weekends, to accommodate client needs and support team coverage.

Previous experience in a technical support role supporting software applications, hardware devices, or cloud-based solutions.

Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management.

Certification in relevant technical areas such as CompTIA A+, Microsoft Certified Professional (MCP), or similar credentials.

Experience using CRM (Customer Relationship Management) software or ticketing systems to manage client interactions and support requests.

Experience with Dangerous Goods Shipping

Physical Requirements:

The work schedule generally consists of 40 hours per week, which may include on-call status, evenings, and/or weekends.

Ability to lift 50lb packages .

Prior Helpful Experience May Include:
Mail Clerical Assistant, Mail Handler, Document Sorter, etc.

Prior Helpful Experience May Include:
Mail Clerk, Mail Room, Mail Carrier, Shipping & Receiving, Production worker, Mail Handler, Document Sorter, etc.

Pay Disclosure:

"The pay for this position starts at $18.50 per hour; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and other benefits, dependent on the position offered."

EEO Statement:

Exela is committed to creating a diverse environment and is proud to be an equal opportunity employer.

Qualified applicants will be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information or any other characteristic protected by applicable federal, state, or local laws.

Exela endeavors to make accessible to any and all users. If you need assistance completing the application process, please contact us at

Veterans

Exela welcomes job applicants from all walks of life and backgrounds, including those who are transitioning military members, veterans, reservists, National Guard members, military spouses, and their family members.

Individuals will be considered no matter their military rank or specialty.

Pay Transparency Non-discrimination Provision:

Exela will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

#LI-ONSITE

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