Customer Service Representative - #337453


Date: 07/22/2021 13:30 PM

City: Superior, Colorado

Salary: $17 - $19 / hour

Contract type: Full Time

Work schedule: Full Day

Envysion, a leading provider of video-based SaaS technology solutions for retailers, fast casual restaurants and wireless dealers, is seeking a Customer Support Representative. This position will assist customers by phone with troubleshooting and incident creation to resolve customer issues. This position will support and resolve customer’s issues, create/update trouble tickets, and work between multiple systems. Ideal candidates will possess excellent customer service skills, technical skills, and have a willingness to learn, be trained and develop key technical skills to support Envysion customers.

Core Functions

  • Provide first level phone or chat support, train customers, and perform case triage
  • Write clear and concise emails to customers using ticketing system
  • Obtain and evaluate relevant details to effectively resolve customer inquiries and deliver exceptional service on software and hardware products using ticketing system
  • Utilize knowledge base articles, and message templates to train customers on how to use systems
  • Record and/or maintain accurate information within ticketing system
  • Collaborate with other employees in a team environment
  • Assist inexperienced or nontechnical end users in resolving issues
  • Help customers identify the root cause of technical issues
  • Interact directly with customers to ensure their issue(s) are resolved and a superior customer experience is provided

Competencies & Skills

  • Must have excellent customer service skills and manage time well, working with multiple clients at the same time
  • Must be able to communicate empathetically, logically and clearly
  • Must be able to work in an on-demand, fast paced customer service environment without becoming frustrated, frazzled or angry
  • Must be organized, detail oriented and able to work without constant instruction
  • Should be able to overcome customer objections, and help de-escalate difficult situations
  • Should be able to follow instructions and knowledge base articles to communicate answers and resolutions to customers
  • Should be able to use scripts to help customers, and have comfort in deviating from scripts when needed
  • Should be able to help customers with basic troubleshooting
  • Should be able to prioritize and meet tight deadlines
  • Possess technical aptitude for performing technical tasks to resolve customer issues
  • Ability to work in a high intensity, fast paced environment
  • Ability to work a flexible or rotating schedule, including some weekends and evenings
  • Ability to work both independently and as part of a team
  • Always Exercise the highest level of confidentiality and ethical standards

Education & Experience:

  • High School diploma or equivalent
  • Inbound/Outbound customer support center experience preferred
  • Customer facing experience preferred

Compensation & Benefits

Hourly Rate

  • $17.00 - $19.00 per/hour, depending on experience

Corporate Bonus (upon fulltime employment)

  • Based on corporate and individual objectives; Up to 10% of your Annual Salary, prorated from your start date

Benefits (upon fulltime employment)

  • 3 weeks Paid Time Off, Medical, Dental, Vision, Teledoc services, 401k & Roth; with 2% company match, Short Term & Long-Term Disability and Life Insurance

Envysion is proud to be an Equal Opportunity Employer, committed to workplace diversity.

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