Customer Service Associate

Datascan is a technology company providing software, scanning hardware, and real-time data solutions for inventory management. The Customer Service Associate is an entry-level role responsible for assisting SaaS customers with inquiries and technical issues, documenting interactions, explaining product functionality, and supporting customer satisfaction and service improvement.

Responsibilities:

• Handle incoming customer inquiries and issues via phone, email, and chat, providing prompt and accurate responses
• Identify and troubleshoot technical problems reported by customers, working closely with more senior team members to resolve issues effectively
• Guide customers through product features and functionalities, explaining processes and providing step-by-step instructions
• Ensure high customer satisfaction by maintaining a friendly and professional demeanor, actively listening to customers' concerns, and taking appropriate actions to address them
• Document customer interactions, including details of inquiries, issues, and resolutions, in our customer relationship management (CRM) system
• Continuously expand product knowledge to stay up-to-date with new features and enhancements, enabling you to provide accurate and relevant information to customers
• Identify opportunities for improvement in customer service processes and workflows, contributing to the enhancement of customer satisfaction and operational efficiency
• Meet or exceed individual and team performance metrics, including response time, resolution time, and customer satisfaction ratings
• Performs additional duties as assigned to support business needs

Requirements:

• High school diploma or equivalent
• entry level
• Effective verbal and written communication skills, with the ability to articulate technical concepts in a clear and understandable manner
• Problem-solving and analytical skills to diagnose and troubleshoot customer issues effectively
• Empathy, patience, and a customer-centric mindset to handle customer inquiries and concerns with professionalism and empathy
• Ability to work in a fast-paced environment, multitask, and prioritize workload effectively
• All qualifies applicants must embody the characteristics outlined in our Core Values –
• relevant certifications or technical degrees are a plus
• Familiarity with SAAS products, cloud computing concepts, and basic technical terminology is preferred
• Proficiency in using CRM systems and other customer support tools is a plus