Description
Job Title: Customer Support Representative
Department: Support
Reports to: Support Supervisor
FLSA Classification: Non-Exempt
SUMMARY:
The Customer Support Associate is responsible for supporting our customers using web-based software, dealing with their unique growing, selling and production styles; as well as explaining to clients how to utilize our software. As our customers’ first point of contact, Customer Support Associates are the friendly voice of Metrc, providing world class customer service, troubleshooting, and light technical support.
DUTIES AND RESPONSIBILITIES:
1:30pm-10 pm ET Shift
- Live Metrc’s Core Values – Every day and all the time.
- Receive incoming and place outgoing calls; sends outgoing messages and responds to incoming emails
- Obtains and verifies user information
- First point of contact, works closely with clients to determine needs, research issues, and provide necessary information
- Provide resolution under guidance from a Customer Support Specialist or Senior Specialist
- Provides a clear history of all issues by documenting each call using good grammatical sentences
- Continually updates job knowledge by studying guides, manuals, and published procedures, participating in educational opportunities
- Ensures clear understanding of guides, manuals, and published procedures. Guidance and support provided when necessary
- Participates in communication between fellow Customer Support Specialists, Senior Specialists, and Supervisors
- Keeps equipment operational by following established procedures and reporting malfunctions
- Displays dedication and commitment of company visions and goals
- Enjoys engaging with customers, team members, and being part of a growing organization
Requirements
QUALIFICATIONS:
- High school diploma or equivalent required
- One (1) to two (2) years of professional customer service/support expertise and/or proven technical ability (either via phone, virtual, chat, or in-person)
- Flexibility to work dependent upon business needs to include occasional Saturdays and/or Sundays
- Proficient keyboarding/typing skills- Minimum 35 wpm
- Excellent customer service skills with a passion for service; "Client Focused"
- Creative, flexible, and innovative team player
- Commitment to excellence and high standards
- Discipline to work remotely, while following a set schedule
- Willingness to work within a constantly changing work environment with flexibility and enthusiasm
- Excellent written communication skills with demonstrated ability to write clearly and informatively
- Excellent verbal communication skills including the ability to listen attentively, clarify needs and remain positive
- Proficient at the use of Microsoft Word, PowerPoint, and Excel (or equivalent programs)
- Ability to manage multiple applications running simultaneously
- Must have high-speed, land line internet service (50 megabits download and 1 megabit upload) from a reliable provider
- Successful completion of a pre-employment assessment
- Successful completion of initial training
- Candidates must be based and work in the US
COMPETENCIES: (add as needed)
- Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
- Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- Remote position
- Frequently required to sit
- Frequently required to talk or hear
- Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard and mouse.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
