Overview

arvato Technical Customer Support Representative Full Time in Kitchener-Waterloo, ON

arvato

Branch Kitchener-Waterloo ON CA

Position:
Technical Customer Support Representative
Location:
Kitchener-Waterloo, ON

Addresses product features and function issues for current and legacy product lines. Interest in telecommunication products and networks….

At arvato, we measure our success through the successes of our customers. Our DNA is built upon Customer Obsession, Ownership and Continuous Improvement (Hustle). We achieve our goals by means of experience, state-of-the-art technologies, creativity, passion and a commitment to quality, innovation and having fun! Come and join our team today!

Description: The CSR provides customer link by responding to consumers, agents, dealers and service centres who contact the company by phone, email or chat. Addresses product features and function issues for current and legacy product lines. Troubleshoots and resolves basic hardware, software and performance issues.

General Duties and Responsibilities

  • Assist customers by handling incoming calls, emails and chats concerning hardware, software and performance issues with current and legacy products. Handle issues associated with customer orders, subscription, limited warranty and services
  • Answer questions received over the phone, e-mail or chat to explain product features and warranties as well as to explain company policies, decisions and actions in a clear and concise manner
  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues and complaints related to product, network or Wi-Fi performance
  • Pre-qualify return requests for warranty service and credits. Creates Return Material Authorization (RMA) for product returns. Resolve inquiries related to status of RMA and parts order fulfillment. Assist in resolving shipping/receiving discrepancies
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Follow case management and customer record guidelines. Maintain all customer and related records in the specified Customer Management System (CRM). Create cases to document reported product/service/logistic issues
  • Be the customer’s advocate, and share ideas and feedback to improve the customer experience
  • Inform management of customer concerns as well as service and/or operational problems
  • Document knowledge in the form of knowledge base tech notes and articles in the specified knowledgebase system
  • Performs other related duties

Skills/Knowledge/Aptitudes:

  • Demonstrates ability to work as a team member to support the success of his/her immediate team as well as other departments.
  • Ability to manage multiple tasks
  • Aptitude for high tech products and services
  • Interest in telecommunication products and networks
  • Demonstrates the behaviors that support customer satisfaction
  • Demonstrates problem solving skills
  • Demonstrates the ability to communicate effectively in both written and oral forms
  • Demonstrates time management and organizational skills
  • Employs strategies for continuous learning and exemplifies commitment to process improvement
  • Able to use computers, software programs, and office equipment. Knows how and when to use reference materials and on-line information
  • Demonstrates phone etiquette
  • Performs other related duties
  • Works on assignments that are semi- routine in nature where ability to recognize deviation from accepted practice is required

Job Type: Full-time

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Employment Type: Full Time
Location: Kitchener, ON, CA
Posted on: 2016-10-31
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