Customer Technical Support Agent - Remote

Company: Johnson Health Tech
Location: Cottage Grove
Posted on: February 25, 2021

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

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Keywords: Johnson Health Tech, Madison , Customer Technical Support Agent - Remote, IT / Software / Systems , Cottage Grove, Wisconsin