<span>Customer Support Representative</span>

$49,920 - $55,120/Yr

Lee Enterprises - East Moline, IL

Full-time

East Moline, IL

Publishing Industries

About the position

The Customer Support Representative role at Lee Enterprises involves providing exceptional support to customers by addressing inquiries, troubleshooting issues, and ensuring a positive customer experience. The representative will utilize various communication tools to assist customers effectively and advocate for their needs within the company.

Responsibilities

• Respond promptly to customer inquiries via phone or Sales Force cases, providing timely, accurate, and helpful information.
• Comfortably troubleshoot with customers via outbound calls and Microsoft Teams meetings as well as when receiving inbound calls.
• Actively listen to customers' concerns, identify the root cause of issues, and offer effective solutions in a professional and friendly manner.
• Ensure every customer interaction leads to a positive experience, striving to exceed customer expectations with personalized solutions.
• Stay informed about BLOX Digital products and services to provide accurate and relevant information to customers.
• Represent customer interests by relaying concerns and feedback to management and relevant departments.
• Accurately document customer interactions, issues, and resolutions in Sales Force for effective follow-up and tracking of recurring problems.
• Participate in ongoing training and development sessions to improve product knowledge and enhance customer support skills.

Requirements

• Excellent verbal and written communication skills, with the ability to express complex ideas clearly and concisely.
• Ability to diagnose and resolve common technical issues, such as connectivity problems, software bugs, or user configuration errors.
• Demonstrated ability to remain calm, patient, and empathetic when addressing customer concerns.
• Strong critical thinking and problem-solving skills with a focus on customer satisfaction.
• A genuine desire to help others and make a positive impact on the customer experience.
• Ability to collaborate effectively with colleagues and other departments to resolve issues and improve processes.
• High attention to detail, ensuring efficient and accurate handling of customer interactions.

Nice-to-haves

• Familiarity with technical support tools.
• Comfortable reading, interpreting, and utilizing technical documentation, FAQs, and knowledge base articles.
• Previous customer support or service experience in a fast-paced environment.
• Familiarity with Sales Force Service Desk.
• Knowledge of BLOX CMS or BLOX Digital products.