Reporting to the Customer Support Supervisor, our Customer Support Specialist will be responsible for providing support to key account customers and EVM parners, answering complex questions on function and usage of products via telephone, email and/or Internet. S/he will be the primary contact for our customers in Latin America and the secondary contact for Noth America PSU with the goal of providing outstanding service.
Answer customer and employee calls, emails, community posts (and any future form of contact we may come up) with using your best judgment, not scripted responses.
Provide outstanding service
Own the resolution to the problem; don’t leave the customer hanging
Understand and weight limitations and when you should escalate
Accurately and efficiently log all contacts in our CRM (Microsiga)
Open RMA, Follow up cases up to repair (Salesforce)
Strong communication skills: Fluent in both English and Spanish (active listening, writing/typing, formal communication)
Excellent interpersonal skills, with a bias towards customer service
1+ years’ experience providing customer support, by phone, email or chat, preferably in a software support environment
Working knowledge of current Microsoft Windows operating systems
Working knowledge on networking infrastructure,
Experience with the use of support desk tools like Salesforce, Communities
Excel as a plus