Customer Technical Support Agent
Company: Johnson Health Tech North America Inc
Location: Cottage Grove
Posted on: April 9, 2021
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Job Description:
** This position has the ability to work remotely once: 3-6
months of on-site training is complete anddaily performance metrics
are met.**
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.
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
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 PI132606620
Keywords: Johnson Health Tech North America Inc, Madison , Customer Technical Support Agent, IT / Software / Systems , Cottage Grove, Wisconsin
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