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 remote position requires the candidate to live within driving distance of a distribution center and involves handling customer inquiries, training new representatives, and maintaining knowledge of InnoServ systems and products.

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

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