MPi is a growing company that provides service repair solutions in the automotive industry nationwide. This is a Full Time position in Las Vegas, NV. Relocation is not available for this position. We are looking for individuals that want to build a career with us!
â€¢ Agents will be responsible for incoming phone calls and emails to MPi Support.
â€¢ Agents will be responsible for technically understanding the workings of all internal MPi products for resolutions with the customer.
â€¢ Must master all basic navigation of EDGE product.
â€¢ Must be able to access the customer's site via Net Meeting or any other tool used at MPi for monitoring and resolution of customer issues.
â€¢ Must understand the detail of the system with the ability to ask the correct questions for case escalation when resolution cannot be made during the call.
â€¢ Agents will be responsible for documenting each call with a case in CRM.
â€¢ Agents will be responsible for monitoring case aging and keeping all cases within the guidelines set by the Department Manager.
â€¢ Agents will be responsible for updating knowledge base articles as needed when new issues are found and resolved.
â€¢ Agents will be responsible for UAT of any new EDGE software release from the Vegas Lab to validate it is ready for delivery to customers.
â€¢ Agents will be responsible for proactive check-ins with clients as assigned.
â€¢ Minimal of 3 years customer service inbound technical or customer support work.
â€¢ Excellent written and verbal communication skills.
â€¢ Extensive computer knowledge of basic navigation and ability to learn new software systems quickly.
â€¢ Strong understanding of networking systems.
â€¢ Problem Solving & Troubleshooting skills, interpersonal communications, and phone etiquette skills.
â€¢ Ability to research solutions using non-company information sources.
â€¢ Excellent documentation skills.
â€¢ Ability to manage a case load with follow through, follow ups, and accountability for timely resolution.
Competitive Benefits Package includes: Medical, Dental, Vision and Rx coverage, 401k, employee & dependent life insurance, disability insurance, 3 weeks paid vacation, paid holidays, paid sick time, tuition reimbursement, and Work/Life resources.
|Location:||Baltimore, MD |