Where: Lowell, Boston (United States)
Extent of Work: Full Time
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PRIMARY RESPONSIBILITIES: (these tasks include but are not limited to)
Provide Tier 1 technical help and solutions to customers via phone calls and emails.
Troubleshoot product compatibility inquiries.
Educate customers on Web Site tools and resources.
Document all customer contact information, technical issues and requests in systems.
Deliver exceptional Customer Experience in each support interaction.
Ensure 80+% 1st call resolution for customer interactions.
Lead resolution of cases escalated by stakeholders.
Work with internal customers to provide technical support.
Capture product quality data to support quality investigations.
Participate in Projects as required.
Test & evaluate new products prior to release.
EDUCATION AND EXPERIENCE
Some college or a relevant combination of experience and education
1-2 years proven customer service experience, ideally in the telecom, high-tech or consumer electronics industries
Experience with cellphones, apps, and Bluetooth technology a plus
Ability to effectively communicate technical information to non-technical audience
Ability to work with diverse customer types
Experienced and effective in conflict resolution and relationship management
Proficiency with Microsoft Office applications
Excellent communication skills – both verbal and written
SKILLS AND KNOWLEDGE
Entrepreneurial individual placing primary focus on the departmental goals and objectives
Has a clear defined vision of the future and understands where the business is headed
Proficient in Microsoft applications
Works well with others in a team oriented environment
Creative, logical, analytical person willing to try new approaches required by the company and the marketplace
Capable of determining the effectiveness of an approach and able to make the appropriate adjustment to achieve maximum results
Independent decision-making: resourceful; good problem solving; ability to think fast while on a call with a customer; ability to balance the immediate need with the big/ longer term picture.
Customer Focused: Ability to develop strong relationships with customers and create Jabra brand awareness