Customer Care Representative SageQuest

The Customer Care Representative (CCR) is responsible for providing customer support and service; ensuring proper customer experiences using expedience, professionalism and courtesy. This team is responsible for all activities related to supporting SageQuest customers on technical issues. The CCR will perform trouble shooting operations and system analysis of customer matter with limited support and direction from superiors. Accountable for managing the queue of open tickets and maintaining an open line of communication with other departments involved.

Performance is measured on the time to respond to customer issues, the number of open tickets, quality of service provided and ability to resolve issues efficiently while meeting our customers? expectations. Tickets related to, but not limited to, customer requests and complaints are to be addressed in a timely, customer friendly and cost effective manner. In some cases the CCR will be required to research and resolve concerns not directly related to a ticket.

The capability to interact with customers, contractors and SQ employees in a positive and professional manner is essential.

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JOB FUNCTIONS:

Receive, triage and document customer calls and emails; including add on requests, product issues, questions, complaints, etc.
Refer issues that cannot be resolved by Customer Care to correct departments for further investigation and resolution.
Provide back-up support for new customers.
Display a strong sense of urgency to resolve customer issues.
Work closely with peers across all of support and service departments, to ensure an exceptional, seamless experience for our customers evaluating and developing solutions.
Work closely with integration partners to resolve customer issues.
Take an ?ownership? approach to handling customer issues.
Identify bugs in our products and work with IT staff on creating workarounds.
Evaluate new tickets and contact customer within established standards.
Develop an action plan which ensures that tickets are resolved, to customer?s satisfaction, in a timely cost effective manner.
Maintain appropriate, standard communication with the customer contact throughout the evaluation and resolution phases.
Follow the ticket resolution process and ensure that all department and company standards are met.
Ensure that the ticket history is updated promptly and thoroughly in SalesLogix/SalesForce.com through the use of notes. Provide accurate details on all activity.
Ensure items needed to service units (units, wiring harnesses, antennas etc.) are shipped to the appropriate location in a timely manner.
Assist with testing and researching technical problems and finding solutions relative to the units and network.
Provide check in support to subcontractors verifying the correct and complete installation of GPS units.
Other duties as assigned.

KNOWLEDGE, SKILLS, ABILITIES:

Excellent verbal and written communication skills with the ability to communicate across various levels, both internally and externally.
Excellent customer service, interpersonal, organizational and communication skills.
Ability to work in a fast paced environment; meeting or exceeding aggressive deadlines.
Strong multi-tasking and time management expertise.
Thorough knowledge of SageQuest?s product(s) (features, attributes, benefits ? along with the ability to demonstrate, train and trouble sheet the product).
Ability to translate technical terms to non-technical language.
Proficient with Microsoft Office software including: Outlook, Word and Excel.
Experience with CRM software.
Good analytical ability, sound judgment, sufficient knowledge of IT operations, workflow processes and procedures to resolve most inquiries independently.
Strong troubleshooting skills.
Ability and motivation to learn new technologies quickly with minimal support and guidance.
Knowledge of network fundamentals.
Knowledge of database fundamentals using SQL Server.
Capable of working a flexible schedule which may exceed forty (40) hours per week.
Ability to spend all day working at a desk using a PC and telephone.
Working knowledge of automobile electrical systems is a plus.

Location:	23550 Commerce Park Suite Two Beachwood, OH 44122 United States