Provide basic technical support and assistance to customers via e-mail, phone, or chat
Address and respond to customer inquiries on products and services
Answer incoming customer telephone calls in a courteous and professional manner
Respond to and investigate customer inquiries, concerns and issues in a timely and courteous manner
Provide customers with preventive maintenance and configuration recommendations
Record and route customer requested changes in an appropriate manner
Escalate more complex inquiries to a higher-level support team
Research, troubleshoot and resolve customer complaints, technical problems and/or billing issues
Follow up with customers consistently when necessary
Document support interactions, including details of inquiries, complaints, comments, and actions taken in customer database and/or Salesforce
Maintain working knowledge of products and/or services
Stay up-to-date on industry terminology
Stay current on internal company communications

Has a high school diploma or equivalent
Has minimum of 6 months of customer service or call center experience required, preferably in technical support
Has ability to multi-task while maintaining careful attention to detail
Possess ability to work effectively both individually and within a team environment
Works with a sense of urgency to meet deadlines and address competing priorities
Is proficient with Microsoft Office software including Word, Excel, PowerPoint, and Outlook
Has effective written, listening, and verbal communication skills
Has effective problem solving and organizational skills
Possess a basic understanding of the organization’s products and services
Is proficient on Windows OS, internet savvy
Obtains Orion Industry Certification
Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization

Customer Service Representative

Key skills