Tech Support Analyst

Task/Problem Description:

Job purpose A Technical Support Team Member is responsible for providing professional, efficient and friendly support to customers of SCW. He/she will be responsible for learning and executing technical skills related to the IP camera industry. This individual will be positive, patient, well spoken and will display a sense of urgency when dealing with all clients over the phone and live chat platforms. Duties and responsibilities The Support Staff Team Member is responsible for the duties outlined below as well as others that may not be included in this document. Answers support calls, set up systems, trouble shoot issues with customers Actively engaged with customers via live chat, phone calls, and screen sharing in an effort to resolve issues or answer technical questions regarding products and/or installation Provide internal support to the Sales Team by answering questions, generating quotes, and closing sales when necessary Takes initiative in reaching out to customers via phone and live chat conversations Thorough understanding of our RMA processes; assisting customers with this process Answer support questions to the best of one’s ability Answer all voice mails, chats and tickets in an equitable and timely manner Establish positive customer relations, increasing repeat business Trade show attendance when necessary Qualifications Qualifications include: High School graduate or higher Minimum one year of Networking or Help Desk experience Sense of urgency Excellent Typing skills Excellent Communication Skills Comprehensive knowledge of Google Docs, Excel, and Gmail platforms Ability to handle conflict in a calm and professional manner Ability/desire to learn quickly with on the job training Knowledge of Magento a plus Adaptability
Tags: Customer Service, Technical Support

 

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