Technical Associate at Quantanite

About The Team:

• The Support Department has a mission critical task in not only meeting our customer’s needs but doing sin the most professional and friendly manner possible. The department drives retention, increases merchant shipments by saving them time and money, and helps the business tgrow profitable revenue by recommending products and services that directly contribute tthe bottom Line.

About The Role:
Primary Objectives:

• Ensures all customers receive world-class customer service and technical support.
• Meet Key Performance Indicators (KPI’s).
• Be a product expert.

What You’ll Be Doing: (typical monthly, weekly, daily tasks which support the primary objectives):

• Assist customers with account issues, online store orders, USPS/UPS/FedEx/DHL/Other related inquiries/questions/concerns, as needed.
• Troubleshoots and diagnoses malfunctions teliminate problems with our software.

Handling approximately 15-25 telephone calls per day providing technical support and troubleshooting of customer’s software issues such as:

• Internet and network connectivity
• Printer configuration
• Software Download/Installation/Removal
• Filters, Rules, Automation, User Settings, Password Resets, and more

Meet Key Performance Indicators (KPI’s) such as:

• Answer % in 60 seconds,
• Average Handle Time (AHT),
• Ticketing Software compliance and,
• Other departmental standards of performance and metrics TBD.
• Be a product expert.
• Keep up tdate on product features, capabilities and advancements while maintaining a high degree of product knowledge.
• Communicates customer feedback, trends and issues tthe team and leadership.

What We Are Looking For:

• Must be able twork a flexible schedule.
• Must be comfortable and experienced in using the telephone ttake inbound calls.
• High degree of professionalism, a “customer first” attitude and be service-oriented, friendly and possess a positive attitude.
• High degree of intellectual curiosity and thirst for knowledge.
• Outstanding written and verbal skills along with strong interpersonal communication skills.
• Familiar with PC based software and installation procedures.
• Familiar with database and/or Customer Relationship Management (CRM) software.
• Ability tquickly adapt tnew situations and find solutions for complex problems.
• Ability tmulti-task and work in a dynamic environment
• Strong sense of urgency, follow-through and attention tdetail
• Ability taccept and implement coaching and feedback in order tachieve individual and team performance goals.

What will Make You Stand Out:

• High School diploma or equivalent required. Technical certifications or degrees are a plus.
• Minimum of One (1) year experience in a customer service role.
• Experience working in a technical support environment is a plus.

The Tech:

• Computer proficient with the ability thandle multiple PC applications simultaneously.
• Strong working familiarity of Windows OS.
• Basic level proficiency in Microsoft Office.
• HTML, remote desktop software, shipping software experience favorable.