Customer Care Representative processing calls and managing service tasks for Crown Equipment Corporation. Dispatching technicians and handling service billing in a fast - paced environment.
About the role
- Support Specialist delivering client support and troubleshooting for SaaS healthcare solutions. Collaborate with technical teams and ensure exceptional customer experiences through diverse support channels.
Responsibilities
- Deliver comprehensive client support through inbound help desk chats, emails, and outbound Zoom and phone calls, ensuring exceptional customer experiences.
- Facilitate troubleshooting sessions to identify issues and re-educate clients on the optimal use of the company’s products.
- Conduct root cause analysis for client-reported issues in web-based and mobile applications to ensure timely resolution.
- Utilize general support methodologies and defined troubleshooting procedures to guide internal team members and clients in effectively interacting with the applications.
- Recognize and prioritize critical issues, directing them to the appropriate resources, and ensuring follow-through to resolution.
- Meticulously document, process, and track client interactions in Zendesk and JIRA for accurate records and continuous improvement.
- Contribute to the company's knowledge base by updating help center resources to enhance client access to information.
- Develop a deep understanding of our solutions and services, adapting to the dynamic needs of end-user support.
- Translate technical responses from technical teams into accessible language for effective communication with non-technical stakeholders.
Requirements
- 1-2 years of product support experience, preferably in a Software as a Service (SaaS) company.
- Strong communication skills, both verbal and written, with the ability to translate technical jargon into layman's terms for non-technical stakeholders.
- Technical aptitude with an enthusiasm for learning new software tools and skills.
- Excellent listening skills to convert customer communications into actionable support or development tasks.
- Self-starter mentality with the ability to manage support tickets independently.
- Strong organizational skills, attention to detail, and motivation to document processes diligently.
- Creative problem solver capable of resolving issues swiftly and effectively.
- Ability to work under pressure, maintaining professionalism and poise during stakeholder interactions.
- General support methodologies and procedures pertinent to SaaS environments.
Benefits
- Professional development opportunities with international customers
- Collaborative work environment
- Career path and mentorship programs that will lead to new levels.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Customer Care Rep responsible for processing calls and dispatching technicians. Supporting record maintenance and interdepartmental collaboration for Crown Equipment Corporation's customer care operations.
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