Technical Customer Service

ActOne Group is seeking a Technical Customer Service representative for K-12 Tech Support. The role involves responding to customer inquiries, resolving issues related to software or online products, and documenting interactions accurately.

Responsibilities:

• Respond to customer inquiries via phone, email, and chat. This requires internal interactions with Sales Reps and external interactions with teachers, district/school administrators, students, and parents
• Resolve inquiries by answering questions on software or online products utilizing skills such as guiding customers through online applications
• Document customer contacts and details completely and accurately using Salesforce; following established processes and procedures
• Actively manage open cases/tickets and ensure that all necessary follow-ups are completed to provide resolution to meet department SLA’s
• Perform basic investigative, troubleshooting, and triage procedures as part of P1 escalation issues

Requirements:

• Excellent communication skills – verbal and written
• Advanced problem-solving skills and ability to support all levels of customer technical aptitudes
• Have a pleasant phone voice, exhibit excellent customer service skills, empathy, and patience
• Internet service with a minimum download speed of 10 MBPS; not satellite and not cell service
• Ethernet cord plugged into your PC and into your modem, no Wi-Fi or hotspots
• Understanding of various operating system including Chrome OS, Mac OS, iOS and Windows 10/11
• Able to navigate common browsers Chrome, Safari, Firefox and Edge
• Have a general understanding of basic browser troubleshooting (such as clearing cookies and cache)
• Spanish Speaking is a plus
• Previous experience working remote is preferred but not required