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    Customer Technical Support - Irving, United States - Planet Technology

    Planet Technology
    Planet Technology Irving, United States

    3 days ago

    Default job background
    Healthcare
    Description

    Member Support - Providing technical support and guidance to company members

    • Contract to hire
    • One day per week in office, could progress to up to 3 days per week onsite
    • Irving, Texas

    Must Have:

    • Excellent verbal & written communication skills
    • 3+ years phone and email support for products
    • External client/customer facing experience
    • Call center environment experience
    • 1+ year help desk experience preferred but not required
    • Strong problem solving skills
    • Customer Service/Product service experience
    • Critical/Analytical thinking
    • Reading Comprehension

    Responsibilities:

    • Communicate and coordinate with customers, members, field teams, business partners, distributors and suppliers to resolve issues in a timely manner
    • Assist members with password reset issues via phone
    • Provide support to members via troubleshooting of issues on products
    • Provide website support to members via phone and at times via email or chat
    • Keep records of member interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken in CRM tool
    • May initiate customer contact to proactively identify and address customer needs
    • Monitors the resolution process to ensure other departments follow through on requests
    • Provide product and service information for members by researching multiple databases for resolution
    • Follow up on member inquiries not immediately resolved
    • Escalate unresolved issues to Level II support
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