JOB DESCRIPTION:
We are presently looking for a Customer Care Specialist to provide day-to-day support to new and existing customers. These activities require working with internal cross-functional technical groups and external customers business and engineering teams to drive successful delivery of customer implementations and proactively ensure the on-going success of customer accounts.
In this role you will:Serve as the primary contact and provide first-level support for clients.Respond, evaluate, troubleshoot and prioritize incoming product-related issues and effectively escalate to various technical support staff when neededLog and track calls using Sales force tracking software and maintains historical records and related problem documentation.Maintain a strong working knowledge of supported products and continually strives to enhance skills through ongoing training, reading, and participating in projects and improvement initiatives.Develop a strong understanding of the business and can relate problems to business impacts. Understand when to place a sense of urgency and when to escalate critical problems to management.Work in conjunction with Sales and Product Development staff to create and deliver new/and/or custom products and samples are required by clients.Coordinate with multiple internal departments to resolve customer-related issues or requests.Provide on-call support – beeper coverage rotation required 24/7Generate monthly reports of customer product usage as requiredSupport CPX team on projects and initiatives from time to timeMonitor and modify customer delivery profiles as requiredParticipation in customer calls as requiredFor this role we are looking for Individuals who have:Requirement: Must have the ability to work daytime U. S. hoursAssociates or Bachelor’s degree in a technical discipline2 - 4 years’ experience in a customer facing role.Must possess strong customer service skills, emotional intelligence and excellent interpersonal and communication skills.Must possess excellent English language skills, both written and verbal.Experience in research and resolution of problems using analytical skills in a digital environment is strongly preferred.Must be self-motivated and able to work effectively with minimum supervision and assume responsibility for appropriate follow-through.Ability to adapt to a fast-changing work environment while maintaining stability of performance under pressure and to demonstrate patience and control when dealing with difficult situations.Ability to organize, schedule and complete multiple tasks concurrently.Working knowledge of business software/applications - Google Suite, Microsoft Office Suite, Salesforce, etc.