Associate, Customer Support null

Position Summary:

• Takes initial customer calls and answers general questions regarding company products and services.
• Refers callers to appropriate resources including inbound sales, billing, technical support, etc. Follows up to customer inquiries regarding orders, shipment tracking, returned goods, etc.
• May determine caller eligibility for technical support and transfer calls to technical support queues.
• Other responsibilities include data entry, use of internal databases to answer customer questions and writing internal/external non-technical documentation.
• Documents customer concerns and forwards complaint trends to appropriate departments.

What you bring to the role:

• Established and productive individual contributor.
• Works under moderate supervision.
• Problems faced are typically routine, but may at times require interpretation or deviation from standard procedures.
• Makes minor adjustments to working methods.
• Communicates information that requires explanation or interpretation.
• Provides administrative or technical support at an intermediate level.
• Still gaining or have attained full proficiency in their specific area of discipline.
• Works on assignments that are semi-routine in nature but recognize the need for occasional deviation from accepted practice.
• Works under moderate supervision.
• May seek the advice of senior personnel in the functional area.
• Normally follows established procedures on routine work, requires instructions only on new assignments.