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Service Support Specialist

Location:	Richmond Hill, York, Ontario, Canada
Job Type:	Contract
Posted:	13th Feb 2010
Closing Date:	13th Apr 2010
Posted By:	Clickfree
Details:
Service Support Specialist The Service Support Specialist (SSS) is responsible for assisting customers and dealers with presales, order taking, troubleshooting, configuration and use of the Clickfree family of products. In a Contact Centre environment, the SSS will use computer-based tools and their own problem-solving skills to identify, research, and resolve customer issues. Communication with the customer will be either via telephone or using e-mail or fax. Furthermore, the SSS will be responsible for tracking and reporting customer support requests as well as supporting and mentoring other Technical Support Representative. Role with also support involvement in projects related to improving the efficiencies of the Technical Support Contact Centre and the overall Customers’ Experience! Primary Responsibilities and Accountabilities Perform support activities to Clickfree Customers: • Answer calls directly from OEM, dealer and end user customers. Send emails to customers as requested. • Identify, diagnose, and resolve customer issues related to the configuration and/or use of the Clickfree family of products • Maintain in-depth, current working and conceptual knowledge of the Clickfree family of products, including, but not limited to, software application, hardware and supported equipment. • Provide support during both normal business hours and outside normal business hours including evening, weekend, holidays & extended support hours as needed. • Document solutions and track communications as required and defined within Contact Centre processes. • Provide pre-sales support and order-taking for customers. • Track and document customer support requests: • Document & categorize customer support requests. • Identify, document and escalate key customer, trends and product issues to management. ATTRIBUTES, SKILLS, AND KNOWLEDGE/EXPERIENCE REQUIRED Education: • Post-secondary education with computer and/or customer service focus and/or applicable experience Attributes & Skills: • Passion for customer service is a must! • Excellent at exceeding customer expectations is a must • Excellent verbal and written communication skills in English. • An excellent verbal and written communication skill in a second language is an asset. • Strong problem solving skills to diagnose and logically resolve customer problems using experience, good judgment, and the acquired knowledge of the Clickfree family of products. • Ability to organize and prioritize workload. • Strong e-mail, word processing, and web usage skills. • Willingness to take on non-routine special assignments. • Ability to diffuse heightened customer escalations. Knowledge/Experience: • Previous experience in call centre environment. • Strong understanding of computers using Windows & Mac based operating systems, drivers, USB communication and software applications. • Knowledge of Salesforce an asset but not essential • Strong customer service soft skills

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