Technical Customer Service Representative

TEKsystems - Cedar Rapids, IA

Full-time - Entry Level

Cedar Rapids, IA

10,001+ employees

Professional, Scientific, and Technical Services

About the position

As a Technical Customer Service Representative at TEKsystems, you will be responsible for providing exceptional technical support and customer service to clients. Your role will involve assisting customers through various communication channels, ensuring they have a positive experience while navigating and utilizing the company's products. You will leverage your technical expertise and communication skills to troubleshoot issues, provide product information, and maintain high standards of customer satisfaction.

Responsibilities

• Provide overall support of products through phone, chat, and email.
• Assist customers with navigation, connectivity, compatibility, usability, and general product knowledge.
• Take ownership of customer communications and work directly with specific customers.
• Route customers to the appropriate communication method (phone call, private message, direct message).
• Perform duties to meet key performance indicators (KPIs).
• Handle up to three customers' chats simultaneously.
• Recommend responses for the knowledge database and send them to lead for review/creation.
• Promote teamwork and foster collaboration within the team.
• Convey a professional and positive image internally and externally.
• Operate multiple system applications and screens simultaneously.
• Utilize resources for quick issue resolution.
• Troubleshoot and resolve customer inquiries using defined processes and procedures.

Requirements

• 2+ years of experience with Internet browsers and Microsoft Windows operating systems (preferred).
• Exceptional communication and interpersonal skills.
• Strong troubleshooting and problem-solving skills.
• Ability to work effectively within a team environment.
• Ability to work well under pressure and meet deadlines with minimal direction.
• Excellent written and verbal communication skills.
• Detail-oriented with strong organizational/time management skills.
• Typing skills of 25+ WPM (preferred).

Nice-to-haves

• Knowledge and work experience with browser-based applications.
• Experience with online tax software (preferred).
• Call center experience (preferred).