US Remote
Description
At Novatech, we are on a mission to provide exceptional customer service in the business solutions industry. From managed print and managed IT to cybersecurity and cloud solutions, Novatech helps increase profits by empowering businesses to increase productivity, lower costs and drive growth through expert guidance and support of cutting-edge technology.
Imagine working for a company that awards innovation, teamwork, and growth. Novatech has been honored as an industry leader, a “Best and Brightest Company to work for," and we just keep getting better! Bring your talents to Novatech and immerse yourself in a company that provides great benefits, professional development, and a passionate team of co-workers!
If you're passionate about providing exceptional customer service and thrive in a fast-paced environment, we would love to have you on our team at Novatech as a Customer Support Specialist. Join us in delivering outstanding service to our valued customers!
As a Customer Support Specialist, you'll be on the front lines of our customer service efforts, assisting clients with their printer and copier needs. Your role is pivotal in ensuring our customers receive prompt and efficient support, contributing to their overall satisfaction. Handling a significant volume of calls each day, you'll engage with customers in a friendly and helpful manner, addressing their inquiries and guiding them through solutions.
Your Job:
- Provide friendly and efficient support to customers with printer and copier-related queries and issues over the phone.
- Collaborate closely with our sales and service teams to ensure seamless support and a positive customer experience.
- Manage a high volume of incoming calls, averaging between 50-100 calls per day, with professionalism and efficiency.
- Serve as the primary point of contact for all customer inquiries, promptly addressing their needs and concerns.
- Assist customers with pre-sales inquiries and basic troubleshooting, redirecting more technical issues when necessary.
- Process supply orders for customers, ensuring they receive the materials they need for their printers and copiers.
Tier 1 Support:
- Tech Support Skill: Offer basic troubleshooting assistance to customers and escalate more technical issues as required.
- Tech Support Skill: Offer basic troubleshooting assistance to customers and escalate more technical issues as required.
- Supplies Skill: Handle supply orders for customers, ensuring timely delivery of materials.
- Sales Skill: Redirect customer inquiries about purchasing machines, upgrades, or supplies to the appropriate channels.
- Operator Skill: Address a variety of customer needs, including technical support, billing inquiries, and transfers to specialized departments.
You Bring to Novatech:
- Experience with remote access tools
- Excellent customer service skills
- Detail oriented with the ability to multi-task.
- 1+ year experience in a help desk environment
- Basic hardware and software troubleshooting skills
- Ability to use the internet, including web browser and email etiquette
- Knowledge of current/recent Microsoft Windows and Mac OS
- A+, N+ Certification preferred
- Basic networking skills including working with TCP/IP/DHCP/DNS/SMTP/SMB
Novatech, Inc. Offers:
- Novatech provides competitive compensation, great benefits, a positive upbeat culture, and ongoing professional development for your career.
- Market competitive salary based upon experience.
- Comprehensive benefit package including medical, prescription, dental, vision, life insurance and other supplemental coverage.
- 401(k) plan with matching company contribution
- Generous Paid Time Off, Volunteer Time Off, Floating Holiday, Company Holidays and Parental Leave
- $300 per year to contribute to achieving your personal wellness and fitness goals.
- Employee Recognition Programs
Novatech provides equal employment opportunities (EEO) to all employees and applicants. We consider qualified applicants for employment regardless of race, color, religion, creed, national origin, sex, pregnancy, sexual orientation, gender identification, disability, alienage or citizenship status, marital status, genetic information, veteran status, or any other characteristic protected under applicable law.
