Summary
This position will support company objectives by nurturing company client relationships and ensuring customer satisfaction either in person, by email/chat or over the phone, and providing on-site support. This position will be instrumental in customer retention by addressing concerns and product issues, and by communicating in a professional, positive manner. As a Customer Service Desk Associate, you will be responsible for answering client support tickets, monitoring communities daily, providing on-site support and maintenance, and supporting installations of the Rythmos system. The ideal candidate will have strong technical acumen, problem-solving skills, and a passion for delivering exceptional customer service.
Responsibilities
- Maintains friendly, efficient, positive customer service attitude toward customers, clients, and co-workers
- Answers and assists with client support tickets and needs through ticketing system by phone, email, chat, text message, or in-person
- Works with team members to prepare hardware for installation at client sites
- Participates in system installations (optional)
- Keeps detailed, accurate customer records of client interactions in helpdesk software
- Assists in updating internal and external knowledge bases as regular updates are rolled out
- Troubleshoot technical issues and escalate complex problems as needed.
- Forwards and escalates inquiries to relevant individuals and departments as appropriate
- Applies multitasking skills by listening and speaking to customers, navigating computers, and typing call documentation simultaneously
- Efficiently plans travel in order to properly manage time and expenses
Qualifications
- Positive, self-motivated and enjoys interacting and working with people from all backgrounds
- Previous customer service experience in a help desk, IT support, or similar role.
- Some IT experience with troubleshooting hardware, software, or network issues.
- Strong technical acumen and problem-solving abilities.
- Ability to work independently and within a team environment.
- Detail-oriented and solution-focused mindset.
- Follows all standard operating and project-related procedures
- Exceptional interpersonal, written, and verbal skills
- Excellent listener with the ability to understand concerns and overcome objections
- Have the ability to defuse potential problem situations
- Ability to work independently, as part of a team, and multi-task
- Must be comfortable working with technology
- Detail and deadline oriented