Customer Service Rep/ T1 Tech Support

Title: Customer Service Rep/ T1 Tech Support
Location: Brea, CA 92821 (remote)
Duration: Temp to hire

Summary:
The company is seeking a technology savvy, engaging individual to join our contact center team, providing World-class customer service as the company's Tier-1 Technical Support. Customer & Sales Support Representatives (CSS) manage customer cases from start to finish, while customizing creative solutions to each customer's unique situation.

Ability to be courteous and patient with customers while demonstrating thorough understanding of the reported problems is critical. An appetite to learn new technology and innovations to passionately share them with customers is a big plus.

Responsibilities:

• Provide Tier I Tech Support by effectively handle basic product troubleshooting steps before escalations.
• Represent company via phone, email, and chat for the specified customer types within the call center.
• Assisting end users with basic product troubleshooting, accessories and parts store, service warranty claims, and the RMA process.
• Capture customer information, issues, and troubleshooting steps to process warranty returns or exchange using the Clarify System
• Responds to prospective customers via phone, email, and chat professionally within specified timeline with product information and sales opportunities.
• Assist customers with purchases or capture sales opportunities using SalesForce software based on customer needs and size.
• Function as liaison for Enterprise accounts by managing the customer relationship and cases with internal functional groups with professionalism through calls or written communications.
• May require working overtime, or performing other projects and duties as assigned by department Lead and/or team Manager.

Qualifications:

• High school diploma, GED or higher; some computer training or technical certifications is preferred.
• Minimum of 2 years' experience in a customer service position; experience in a technical environment is preferred
• Experience with inbound & outbound calls, able to handle all types of customer inquiries, returns, diffusing escalated calls is required.
• Strong interpersonal skills and a commitment to provide accurate information to customers regarding company products and services over phone, email and chat is necessary.
• Basic to intermediate level knowledge of troubleshooting electronics, such as settings, installations, various display cable type and connections is desired.
• Available to work overtime as needed.
• Bilingual Spanish or French a plus