Customer Service Rep I
eTeam, Boise, ID, United States
Job Title:
Customer Service Rep I
Location:
Rio Rancho, NM or Boise, ID
Duration:
24+ months. Will need to be able to come onsite Tuesday, Wednesday and Thursday.
Job Description Uses ability as a skilled specialist to contribute to the development of new concepts/techniques and to complete assignments/tasks in innovative and effective ways. Expert knowledge on the general/technical aspects of the job. Works on assignments that are highly complex in nature where a strong degree of independent judgment, initiative and technical knowledge are required to resolve problems. Work is completed independently and has ability to handle most unique situations. Frequently determines methods and procedures for new assignments.
Responsibilities
Working independently while using standard protocol to respond to more complex customer issues.
Successfully resolve more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
Proactively assist customers to avoid or reduce problem occurrence.
Participates in projects and provides resolution and feedback based on analysis.
Education and Experience Required High school education or equivalent; some college level education preferred. Typically requires a minimum of 5+ years general experience, or equivalent combination of experience and college level education.
Knowledge and Skills
Superior communication skills both written and verbal.
Experience in customer-facing role, remote support, telephone support, resolve problems sufficiently through verbal description via telephone or e-support.
Can confidently diagnose problems to hardware FRU level.
Has ability to train team members regarding existing and new technologies (NPI) in all relevant product lines. Collaborates closely with CC on resolving issues and helps reproduce issues in lab environment.
Knowledge, experience and updating Knowledge Management systems.
SMB Chat
Gathers and assesses SMB customers' hardware, software and technical needs.
Generates leads to specific departments based on customers’ needs and segments.
Identifies related future needs for lead generation, opportunity expansion.
Identifies customerspecific parameters and constraints that impact the solution.
Investigates and optimizes a solution to fit the requirements of the customer.
Identifies probable competition.
Solicits inputs from team members as required.
Anticipates some of the potential challenges for the proposed solution.
Assists peers in area of expertise as needed.
#J-18808-Ljbffr
Customer Service Rep I
Location:
Rio Rancho, NM or Boise, ID
Duration:
24+ months. Will need to be able to come onsite Tuesday, Wednesday and Thursday.
Job Description Uses ability as a skilled specialist to contribute to the development of new concepts/techniques and to complete assignments/tasks in innovative and effective ways. Expert knowledge on the general/technical aspects of the job. Works on assignments that are highly complex in nature where a strong degree of independent judgment, initiative and technical knowledge are required to resolve problems. Work is completed independently and has ability to handle most unique situations. Frequently determines methods and procedures for new assignments.
Responsibilities
Working independently while using standard protocol to respond to more complex customer issues.
Successfully resolve more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
Proactively assist customers to avoid or reduce problem occurrence.
Participates in projects and provides resolution and feedback based on analysis.
Education and Experience Required High school education or equivalent; some college level education preferred. Typically requires a minimum of 5+ years general experience, or equivalent combination of experience and college level education.
Knowledge and Skills
Superior communication skills both written and verbal.
Experience in customer-facing role, remote support, telephone support, resolve problems sufficiently through verbal description via telephone or e-support.
Can confidently diagnose problems to hardware FRU level.
Has ability to train team members regarding existing and new technologies (NPI) in all relevant product lines. Collaborates closely with CC on resolving issues and helps reproduce issues in lab environment.
Knowledge, experience and updating Knowledge Management systems.
SMB Chat
Gathers and assesses SMB customers' hardware, software and technical needs.
Generates leads to specific departments based on customers’ needs and segments.
Identifies related future needs for lead generation, opportunity expansion.
Identifies customerspecific parameters and constraints that impact the solution.
Investigates and optimizes a solution to fit the requirements of the customer.
Identifies probable competition.
Solicits inputs from team members as required.
Anticipates some of the potential challenges for the proposed solution.
Assists peers in area of expertise as needed.
#J-18808-Ljbffr