Location: San Angelo,TX, USA
A Tier 1 Support Technician is responsible for providing quality and efficient customer service to new and existing customers. Duties are to resolve product or service problems by clarifying the customer's questions; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
As a Tier 1 Support Technician, you will:
* Answer inbound calls from customers.
* Make outbound calls to customers.
* Field and respond to chats and emails.
* Use CRM software to track customer cases and tickets until resolution.
* Maintain customer records by updating account information.
* Maintain product knowledge to improve performance and skill set.
* Ensure customer success and satisfaction in a friendly and courteous manner.
* Meet or exceed established performance requirements.
* Engage in customer success and customer advocacy.
* Assist fellow team members and other departments.
* Contribute to team effort by ensuring the highest possible level of customer satisfaction.
* Comprehend and diagnose customers' needs through high-level problem-solving.
* Perform other duties as assigned.
You are a strong fit for this role if you have:
* High school diploma or equivalent.
* Bachelor's degree in Business, MIS or related field or equivalent experience preferred but not required.
* Ability to communicate clearly and concisely.
* Strong interpersonal and relationship skills.
* A high level of customer empathy.
* Ability to prioritize workload.
* Ability to demonstrate adaptability and flexibility in work products.
* Ability to remain professional when under pressure.
* Sound decision making and judgment.
* An understanding of when to escalate issues.
* Accountable and results-focused.
* Displays core values when working with customers and peers.
* Completed and passed Basic Product and Positional Training.
Benefits:
* Competitive salary based on experience
* 20 days PTO and 13 days of companywide holidays
* 8 hours to volunteer and impact your community
* Comprehensive benefits (Health/Dental/Vision/401K)
* The work/life set up you need to be successful.