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Technical Customer Support Representative in Plano, TX at HumCap Recruiting

Date Posted: 11/24/2018

Job Snapshot

Job Description

Description:Technical Customer Support Representative

 

 Respond to customers to provide information in response to inquiries
about products and services and to handle and resolve issues. Build customer
relationships by providing product and service information, servicing the
customer and resolving customer issues.

Confer with
customers by telephone or in person to provide information about SaaS products,
take or enter orders, cancel accounts, or obtain details of complaints.
Using CRM, keep
records of customer interactions or transactions, recording details of
inquiries, complaints, or comments. Recommend improvements in products,
service, or billing methods and procedures to prevent future problems.
Recommend
potential products or services and improvements to product to management by
collecting customer information and analyzing customer needs.
Meet Quality
Assurance Requirements and other key performance metrics.
Prepare product
or service reports by collecting and analyzing customer information.
 

Resolves product or service problems by clarifying the customer's complaint;
determining the cause of                                  the
problem; selecting and explaining the best solution to solve the problem;
expediting correction or  adjustment;
following up to ensure resolution. Document all customer issues and
resolutions.






Check to ensure
that appropriate actions were taken to resolve customers' problems.
Refer unresolved
customer grievances to designated departments for further investigation.
Assist customers
with technical issues experienced with website and escalate production issues
appropriately. Prioritize escalation of issues.
Request technical
support and testing that could determine the causes of SaaS errors.
Recommend
potential products and services to customers.
 
Compare disputed
shipments with original orders and information from invoices and prepare
refunds or credits as appropriate. o Determine
charges for services requested, collect deposits or payments, or arrange for
billing.
Obtain and
examine all relevant information to assess validity of complaints and to
determine possible causes.
Maintain
financial accounts by processing customer adjustments.
Resolve customers'
service or billing complaints by performing activities such as refunding money,
or adjusting bills.