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Customer Technical Support Agent

Company: Johnson Health Tech North America Inc
Location: Cottage Grove
Posted on: April 9, 2021

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.

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


Minimum high school diploma or equivalent required


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


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

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
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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