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Customer Support Associate

Ultimate Staffing Carlsbad, CA
  • Expired: 10 days ago. Applications are no longer accepted.

The Customer Support Associate has a basic understanding X-Ray and Ultrasound machines. This individual possesses troubleshooting skills with an ability to develop a methodical approach to working through a problem to resolution. This position requires logical and careful dissection of problem descriptions and can walk customers through troubleshooting steps. In addition, this individual functions well in a fast paced environment with good case management and call management skills.

  • Utilize strong customer and technical support skills supporting Company products and services to veterinary medical professionals
  • Troubleshoot and solve simple to highly complex hardware and software issues- methodical troubleshooting approach with attention to detail
  • Perform and facilitate the return of items under warranty with third party vendors (RMA’s), coordinate maintenance repairs, and loaner service orders
  • Thorough and detailed issue tracking in customer relationship management software
  • Able to enter case notes while on a call to minimize non-customer facing time
  • System monitoring via remote log in
  • Strong call control technique without sacrificing customer service
  • Thorough and detailed case management skills- clear, concise note taking
  • Able to change speed during high-volume call intervals without sacrificing performance expectations
  • Provide customers with product and service information- required to learn and understand wide range of products related Small Animal services
  • Excellent communication skills and ability to successfully control upset customers
  • Work closely with other departments when problem solving
  • Highly customer focused
  • Team player that will add value through very high quality and dedication to support team
  • Operating system and application installation/configuration- basic level understanding of product functionality
  • Develop a solid understanding of supported products and display that understanding by passing the Associate Body of Knowledge testing at 6 months of employment
  • Able to meet required department performance standards for calls, case management, talk time, first-call resolution, schedule adherence

Work Experience Requirements

  • Recent experience with hardware and software troubleshooting supporting external customers- end user and enterprise desired
  • Proven problem solving skills wile maintaining excellent customer service standards
  • Some PC skills and knowledge of MS applications
  • General or working knowledge in three or more of the following areas is strongly preferred: Remote Desktop, TCP/IP, and CRM systems.
  • Demonstrated ability to effectively communicate, both orally and in writing to customer and colleagues (email etiquette)
  • Must be extremely detail oriented, organized, and professional.

Education Requirements

  • 2 years technical experience in a technical support field

  • Typing skills: 40+ WPM

Ultimate Staffing

We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Address

Carlsbad, CA 92008
Carlsbad, CA
USA