Customer Tech Support Representative

JOB SUMMARY: This is not an IT tech support position.

Merits USA looking to hire a Customer Support Representatives to support our electric wheelchairs and scooters. This person is responsible for providing great technical support and customer service in a team environment to Merits providers and consumers.

The Rehab Mobility Customer Support Representative will help solve customer problems by offering advice as to how to correct issues, or satisfy their request for service, by offering service parts or warranty parts. All notes and touchpoints relating to service calls will be entered and tracked in a customer service ticketing system. The Rehab Mobility Customer Support Representative's technician will work along with other team members and assist as needed. The Rehab Mobility Customer Support Representative needs to be comfortable communicating over the phone and through email. Additional duties include regular follow-up communication (written and by phone) with customers and maintaining a set number of average calls or service tickets completed per day.

ESSENTIAL JOB RESPONSIBILITIES

· Provides resolution to providers and consumer via telephone and/or e-mail to assist with a variety of customer inquiries and chair technical issues

· Leads providers through diagnostic troubleshooting to resolve issues

· Helps identifies opportunities for process improvements

· Communicate with providers and customers to help explain how to perform recommended steps to solve their problems or answer their questions

· Enter orders into the company ERP system

· Problem solves by researching within the database, email exchanges, the internet, and appropriate personnel throughout the company

· Professional demeanor

· Keep up to date with product and service changes as they occur

· Customer service orientated

· Gather information and determine the issue by evaluating and analyzing the symptoms

· Research required information using available resources

MINIMUM REQUIREMENTS:

· Basic Mechanical and electrical skills

· Call center experience is helpful but not required

· Excellent oral and written communication skills

· Strong customer service skills

· Excellent organizational skills

· Proficient with Microsoft Office applications: Word, Excel, PowerPoint

PHYSICAL DEMAND AND WORKING CONDITIONS:

· Work is performed in a call center, warehouse, and technical room environment

· Contact with internal and external customers and vendors

· Must be able to stand, walk, bend, carry, climb, and lift 40lbs

Job Type: Full-time with flexible hours