Roseville, MN Job Code:
426 # of Openings:
Agents will report to the Team lead for Inbound Support.
Agents will be responsible for all incoming calls to Customer Support for all products.
Agents will be responsible for documenting every call following the described process in CRM
Agents will be responsible for monitoring case aging and keeping all cases within the guidelines set by the Department Manager. When cases that are left opened must have a note added every week as to why it is still opened.
Agents will be responsible for an understanding of all Identifix products.
They must be able to understand basic navigation of all products to walk a customer through issues.
They must be able to understand the flow of a product in order to ask the correct questions of the customer in reporting the issue to Technical support. It is Technical Support responsibility to have Knowledge base articles posted and available to the agents.
Agents will be responsible for running daily usage reports in Direct Hit as well as Daily Cancellation report.
Agents will be responsible for monitoring the inbound e-mail boxes
Agents will be responsible for sending out Welcome Kits with letters to all new DH customers within 48 hours after purchase.
Agents will be responsible for processing all cancellation cases with letter to the customer validating that their cancellation request has been processed.
Agents will be responsible for assisting Support with any data entry needed within CRM during times when no calls are coming in.
Agents will be responsible for assisting customers with updating accounts, payments and billing history.
Agents will be responsible for making outbound calls to customers with expired credit cards on file for automatic payment.
Minimal of 2 years customer service inbound support work
High School graduate
Excellent written and Verbal communication skills
Type 55+ WPM
Extensive computer knowledge of basic navigation and ability to learn new software systems quickly.
Troubleshooting, interpersonal communications, and phone etiquette skills.
Ability to research solutions using non-company information source