ECR Software Corporation
  • 03-Nov-2022 to 03-Jan-2023 (EST)
  • Customer Service
  • Boone, NC, USA
  • Hourly
  • Part Time

JOB SUMMARY / DESCRIPTION

The goal of the Customer Support Representative is to enhance the ECRS customer experience by reducing the amount of time and effort it takes the customer to reach a resolution by understanding the customer issue enough to know which department the issue needs to be directed to, and what Key Questions need to be asked in order to expedite the resolution. The CSR Team strives to eliminate redundant ticket submissions by reporting on ticket trends so that ECRS may improve documented resources.


RESPONSIBILITIES

To ensure correct assignment of issues to the teams that can resolve the customer concerns in the most efficient manner possible.

  • Update ticket assignment changes as they occur and notify Support Desk Coordinator about changes.
  • Assist various teams with getting remote sessions to customer sites on a timely basis as needed and/or collecting information requested by the department to better assist customers.
  • Escalate customer concerns to the Support Desk Coordinator to effectively resolve those concerns.
  • Escalate Service concerns.
  • Ensure technician updates do not use verbiage that is not customer centric.
  • Adjusting ticket summaries to reflect the root issue in a concise and clear way and assigning correct priorities based on published SLA.

QUALIFICATIONS

  • 2 years' experience in customer relations dealing directly with the customer in retail, service, hospitality, or other customer focused industry.
  • Successful work experience in a fast-paced environment.
  • Ability to prioritize and multitask.
  • Ability to identify processes and procedures that can be improved and suggest how to improve them.
  • Ability to work well with others. CSR will serve 2 customers, the external ECRS customer and the internal ECRS Team members.

ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.

ABOUT ECRS:

ECRS is a fast-paced, progressive technology company with a wide range of opportunities for quality-oriented, career-minded individuals. Geographically situated in the heart of the Blue Ridge Mountains, ECRS offers the unique opportunity high-tech career in a resort college town setting. The ECRS family is made up of energetic, outgoing professionals who love what they do for a living. They are courteous, knowledgeable people who strive for excellence in everything they do. ECRS employees work together in dynamic teams to create, sell, install, and support our best-in-class retail automation solutions.

ECRS is a no-mask requirement and no-vaccination requirement culture.

We believe that acceptance of diversity is a key reason as to why we're successful. All qualified applicants who can demonstrate integrity and competence will receive consideration for employment and advancement without regard to race, color, religion, gender, gender identity, sexual orientation, disability, age, political affiliation, or national origin.

ECR Software Corporation
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