We are seeking a Customer Support I professional to join our team, dedicated to supporting our Supply Chain platform. In this role, you will be the first point of contact for customers, providing basic customer support and assistance to customers. Addressing and responding to customer inquiries on organizational products and services, including installation, operational functions, troubleshooting, and maintenance. You will provide customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction.
Responsibilities:
- Answer incoming customer calls regarding software issues, product problems, service questions and general client concerns.
- Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
- Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
- Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers.
- Route cases to the upper level in case is needed following the instructions.
- Communicate to customers instructed information depending on the document case resolution.
- Be prepared to answer an average of 90-100 calls per week.
- Performs other related duties as assigned by management.
- Bachelor’s degree in business or computer related field or supply chain management
- Fluent in English and Spanish, French is a PLUS.
- Basic computer knowledge including different operating systems, firewall principles and network communications
- Have great communication ability; be able to understand clients' needs and address the solution in a proper way.
- Should understand the system enough to suggest workarounds and accommodate the customer’s needs based on the program’s flexibilities
- Be a team player
