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Customer Support Representative II - Johnston, United States - US Tech Solutions
Description
Role:
Customer Support Representative II
Duration: 36 Months
Location:
Johnston IA
Onsite, second shift position.
SPECIAL CONSIDERATIONS:
Must be able to work second shift with weekend hours.
New-hire training will take place M-F, 8am-4:30pm and will consist of 2-3 weeks classroom, and an additional few weeks of on the job training & mentoring with an experienced technician.
After training, candidate must be able to work an 8hr shift within the hours of 12 pm to 10 pm.
The exact 8hr shift will fluctuate based on volumes and business need.After training is complete, candidate will be assigned a weekend shift (either Saturday or Sunday) on a monthly rotating schedule.
PRIMARY RESPONSIBILITIES &DUTIES:
The Social Media Care team provides front-line technical support/information/solutions to customers on product related inquiries, issues, and concerns to optimize customer satisfaction and retention.
Agents provide support via multiple channels (Social Media, email, and website) while effectively documenting each interaction.This position will have an emphasis on Social Media support and will be involved in monitoring designated Social Media channels, responding to support requests, and reviewing/approving outbound content for quality and accuracy.
COMMON QUESTIONS INCLUDE:
REQUIRED SKILLS, KNOWLEDGE,
AND RELEVANT WORK EXPERIENCE:
AND RELEVANT WORK EXPERIENCE:
