Customer Technical Support Agent - Remote
Company: Johnson Health Tech
Location: Cottage Grove
Posted on: February 25, 2021
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Job Description:
Description: Position Overview: Under the direction of the
Customer Technical Support Supervisor, the Customer Technical
Support Agent performs a variety of customer tech support duties in
accordance with company policies and procedures. Responsibilities
include fielding customer calls, emails and chats to help
troubleshoot equipment issues, order parts and schedule service
visits as needed with the goal of issue resolution and customer
satisfaction. This is a non-supervisory position with the ability
to work remotely once 3-6 months of on-site training is complete
and daily performance metrics are met. Responsibilities: Provide an
outstanding experience to our customers: --- Field phone calls,
emails, and chats as assigned from customers in need of technical
product support --- Follow posted protocols and diagnostics to help
troubleshoot problems in the most efficient and cost-effective
means available; if necessary, identify proper parts needed to
resolve issues --- Create comprehensive case records in CRM, log
complete interactions for accurate case history --- Create parts
order; dispatch service technicians, and collect billing
information when necessary --- Maintain a positive and helpful
approach in interactions with all customers --- Follow documented
protocols for escalating customers Performance expectations and
marginal job functions: --- Achieve and maintain posted queue
metrics for contact volume, order accuracy, availability, and
contact quality --- Achieve and maintain a 90% or higher average on
record reviews --- Arrive at work and clock in at least 5 minutes
before the start of the shift --- Log into assigned queue at posted
beginning of shift --- For out-of-warranty queues, suggest new
products when repairs are not cost effective or feasible --- All
other projects as assigned .Requirements: Qualifications:
Education: --- Minimum high school diploma or equivalent required
Experience: --- Demonstrated experience in customer service
required --- Minimum of one year of experience in a call center
preferred Other Requirements: --- Working knowledge of the
Microsoft Office suite --- Ability to efficiently log information
into CRM system --- Excellent written and verbal communication
skills --- Ability to read and understand technical diagrams ---
Ability to analyze and solve problems Skills: --- Demonstrated
effective interpersonal, verbal and written communication skills
--- Strong sense of initiative and a sense of urgency, demonstrated
by accomplishing tasks; improving current work processes; and
assisting others when necessary --- Unwavering attention to detail
and commitment to world-class quality --- Ability to embrace
deadlines --- Able to project a positive and professional demeanor
to all internal and external contacts Benefits: We offer an
excellent compensation package and team-oriented work environment
with growth opportunities. Some of our outstanding benefits
include: --- Health & Dental Insurance --- Company paid Life
Insurance --- 401(k) --- Paid Time Off benefits --- Free access to
our state-of-the-art onsite workout facility --- Product discounts
--- Wellness programs EOE/M/W/Vet/Disability
PI
Keywords: Johnson Health Tech, Madison , Customer Technical Support Agent - Remote, IT / Software / Systems , Cottage Grove, Wisconsin
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