Customer Support Specialist APRIVA

JOB SUMMARY:

The purpose of this position is to provide quality technical customer support to our customers, support post sales efforts and the overall goals and objectives of the organization in a 24 x 7 call center. Regardless of shift there is a mandatory 4-6 week paid training program provided Mon-Fri. 7:30-4:30.

RESPONSIBILITIES/DUTIES:
Responds to customer inquiries via phone and e-mail regarding customer support issues in a 24 x 7 call center
Ensure customer satisfaction by directly providing customers with solutions to problems/issues according to service standards
Initiate supplier activation services for all appropriate software and hardware sales
Improve response time to customer inquiries by continuously improving communications, analytical, and learning skills
Ensure customer satisfaction by using good judgment if current Policies and Procedures introduce a conflict with the customer, subsequently escalating to the Manager
Resolve open problems in accordance with current Policies and Procedures
Acquire product knowledge and related skills by assuming additional responsibilities as requested
Relies on instructions and pre-established guidelines to perform the functions of the job.
Troubleshoot customer issues relating to the wireless network carrier, application software and various hardware device manufacturers
Continuously improve customer satisfaction by soliciting customer suggestions for product and service improvements and then escalating such suggestions to the Manager
Maintain an acceptable Quality Assurance score as determined by the Customer Support Manager or the Inbound Quality Assurance Analyst
Reviews detailed reports to determine data usage and appropriate actions taken if/when necessary
Updates ticketing system to ensure all data pertaining to calls and emails is thoroughly tracked
Performs all other duties as assigned


QUALIFICATIONS/REQUIREMENTS:
Minimum 1 year of experience supporting customers in a product support role
Previous call center experience desired preferably in a technical support atmosphere
Working computer knowledge including MS Windows, MS Office and database software
Organized, detail-oriented and multi-task capable
Excellent verbal and written communication skills and customer service attitude
Possess knowledge of commonly used concepts, practices, and procedures within a technical support/customer support center
Self-motivated, team-oriented with demonstrated experience of team concept and attaining team goals
Strong interpersonal skills and the ability to work well with all levels of internal management and staff, as well as outside clients
Must be able to research and resolve issues as they arrive and assist in other areas as required
Must be able adhere to departmental schedules and policies.

Location:	Scottsdale, AZ United States