Customer Service/Tech Support Representative

Nielsen-Kellerman Company is a leader in providing mission-critical measurements and insights across various fields. They are seeking a Customer Service/Tech Support Representative to assist clients with technical support for merchant processing hardware/software and ensure an excellent support experience through effective problem resolution.

Responsibilities

• Provide customers with a personalized rewarding experience that starts with answering questions as well as understanding each customers unique needs
• Work with customers to solve various types of technology problems, including Wi-Fi/network connectivity; hardware and software issues; with a knowledge around mobile applications, navigation, and downloads
• Use Help guide resources, technology, and problem-solving skills to troubleshoot issues
• Answer "How To" quick-fix questions
• Take ownership of customer issues through to resolution or escalation while providing accurate and prompt feedback both to the customer and teammates
• Be the advocate for customers by taking ownership, acting with empathy, and connecting customers to solutions that meet their needs
• Positive outlook and keen to learn and develop skills while contributing to a high performing and enthusiastic team
• Provide assistance creation and resolution of returns and warranty claim via returns software

Skills

• 1+ year of experience in an inbound call center environment and/or a technical troubleshooting background
• Excellent interpersonal, written, and oral communication skills
• Technical troubleshooting Help Desk experience in a hardware and/or software environment
• Ability to collaborate with internal and external partners to resolve complex customer escalations
• Ability to express ideas in a clear and concise manner
• Have a commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
• Experience in phone based technical support, customer service, or other related fields
• Ability to convey technical information to a non-technical audience
• Strong troubleshooting and critical thinking skills
• Ability to communicate clearly and concisely through any method
• Must have a positive and professional demeanor when interacting with customers
• Excited to learn new skills and work in a team environment
• Ability to navigate several web-based CRM software for different sales sites
• Ability to accomplish multiple tasks at a single time e.g., answer email and phone call at same time
• Must be eligible to work in the US without sponsorship
• Basic knowledge of accounting is a plus
• Ambition to learn new skills and grow

Benefits

• Employee benefits include medical, dental, vision, disability and life insurance
• Voluntary benefits include family medical, life insurance, critical care insurance, FSA dependent care and pet insurance
• Paid Maternity/Paternity Leave
• HSA with employer contribution
• 401k with employer match to 5% after 90 days.
• 9 paid holidays and 80 hours of PTO

Company Overview