Provide customer service, operational and technical support to external Patent and Trademark customers
Provide guidance on patent and trademark application processes and procedures
Respond to phone calls and emails pertaining to filing issues, aid customers with accessing and filing patent application information, complete technical troubleshooting, provide responses to the customer, and provide follow-up information as appropriate
Monitor mailboxes for issues and respond to internal and external emails
Manage and file customer information
Participate in virtual new hire and refresher training sessions as needed

Minimum of 1 year of experience in a customer service role
Experience with contact center software and/or Customer Relationship Management (CRM) systems
Basic IT skills, including experience in Microsoft Office Suite (Word, Excel, PowerPoint, Adobe)
Understanding of customer service principles and practices
Demonstrated ability to provide high-quality customer service and improve customer satisfaction
Keen attention to detail and time management skills
Ability to work well independently
Understanding of the basic processes and terminology related to patents and trademarks
Ability to assess situations, identify problems, and offer solutions quickly and effectively
Ability to manage multiple tasks simultaneously, such as handling calls while updating records in the system
Maintain a positive and professional demeanor, even in challenging situations
Ability to touch type a minimum of 40 words per minute
Must have reliable home internet connection
Software testing experience a plus

Contact Center Agent

Key skills