Customer Support Representative

Answer overflow calls for product support and resolve basic client service and support issues when able.

Resolve issues that may be resolved in less than five minutes and escalate all other calls for resolution by senior support staff.

Assist with the supervision of the triage team, handling escalated issues and acting as a liaison for support and management, as well as following up on the completion of delegated tasks * Determining correct call routing for overflow calls, voicemail, and email.

* Utilizing proper departmental procedures for call control, problem resolution, reporting and escalation.

* Conducting proactive customer satisfaction calls, such as following up on product replacement, client “Care Calls,” etc.

* Posting daily/weekly call statistics and other support information as directed.

* Entering requisitions to replace equipment for clients as needed.

* Projecting positive image/attitude as part of daily approach to work.

* Performing any tasks as directed by his/her Supervisor.

* Organizing and following up on the completion of assigned duties.

* Maintain familiarity with product line on applicable products/applications supported within Imaging and DPMS Division via training, documentation, and personal research * Record every customer contact in the CRM * Ability to manage multiple tasks at once.

* Ability to adapt to different personalities.

* Give information concerning company products and services * Conduct research as may be required to obtain answers to client issues Required Knowledge, Skills and Abilities * High School Diploma or GED * Demonstrated customer relations, organizational abilities, telephone etiquette, and in effective working relationships with other service/support groups.

* Excellent verbal and written communication skills and the ability to make decisions independently.

* Minimum of eighteen months experience in customer service related field Desired Knowledge, Skills and Abilities * Working Knowledge with Excel * Coordinating transportation providers to ensure prompt and proper movement of shipments * Project Management experience General Office Skills SAP, CRM (Clientele, Salesforce,Siebel or others) and SharePoint knowledge would be a plus Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Full-time