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Customer Care Representative

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Our client is looking for a Customer Care Representative!

* Provide direct technical support to customers (consumers, re-sellers, and partners.) * Respond to phone, email, and web inquiries concerning the service and enabled devices. * Research, address, track, and close the loop on all customer related questions and issues. * Document and log all customer contacts/queries into the tracking system. * Report defects to the engineering team and help guide solutions to meet customer needs. * Respond and resolve customer issues through various social feeds (Facebook, Twitter etc.) * Contribute to knowledge database, FAQs, and other customer documentation. Job Requirements: * Excellent email and phone etiquette skills including innate attention to correct grammar and spelling. * Genuine interest in helping people daily, while not letting issues frustrate you. * Flexible, with a "can do" attitude. * Strong troubleshooting skills and the ability to problem solve complex technical issues. * Ability to translate technical information to a non-technical customer. * Strong knowledge with home networking (ISPs, modems, routers, firewalls , etc.), internet-enabled devices, home computers (hardware, software, flash, and various operating systems) and home theater A/V equipment (A/V receivers, surround sound systems, Blu-Ray players, HDTV's). IP control system (Crestron, AMX, and Control 4) and mobile operating system knowledge a plus. * Previous technical support experience with end-customers. * Ability to prioritize and handle multiple technical issues in a timely and professional manner. * You can dig in and be hands on in learning about the company. We're a small team, and won't have a lot of time to hold your hand. (There's a lot to figure out, so being naturally curious about things will be very helpful.)

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