Customer Support Analyst - InnoServ

Gordon Food Service - Wyoming, MI

Full-time - Entry Level

Remote - Wyoming, MI

Merchant Wholesalers, Nondurable Goods

About the position

The Customer Support Analyst at Gordon Food Service is responsible for providing support to both internal and external customers regarding service, products, and sales-related applications. This role involves handling customer inquiries, training new representatives, and maintaining knowledge of InnoServ systems to ensure effective communication and problem resolution.

Responsibilities

• Receive internal and external customer inquiries and service requests via phone, email, or chat.
• Participate in the training of new Call Center Representatives and attend ongoing training sessions.
• Field customer complaints and direct the information to the appropriate person.
• Communicate customer concerns to Service Managers.
• Maintain knowledge and proper use of InnoServ systems including Business Applications, Google Apps, Aspect phone system, Order Entry technologies, and Internet Applications.
• Provide technical and how-to support via telephone to internal and external customers for InnoServ equipment.
• Enter call information into call tracking software efficiently and accurately.
• Maintain knowledge of current InnoServ products and business solutions to provide/recommend appropriate services for customers.
• Provide solutions to issues concerning training, program malfunction, or technology application with an emphasis on key product segments.
• Perform other duties as assigned.

Requirements

• Associate Degree preferred.
• One to three years previous help desk technology experience preferred.
• Excellent written, verbal, and communication skills.
• Ability to multitask, prioritize, and work efficiently.
• Ability to collaborate in a team environment and independently.
• Understanding of the principles and processes for providing excellent customer service, including customer needs assessment.
• Ability to resolve and troubleshoot technical issues for external and internal customers.
• Understanding of units of measurements and general mathematics skills.
• Knowledge of Field Service Manager Software.
• Knowledge of mobile technology: Android and Apple devices, iOS and O/S.
• Advanced knowledge of Google Chrome.
• 10 key data entry.