Customer Technical Support Agent

Employer
WebbMason Marketing
Location
Cockeysville, MD
Posted
Jan 22, 2022
Closes
Jan 29, 2022
Ref
334111392
Industry
Other
Hours
Full Time
JOB SUMMARY/OBJECTIVE: The Customer Technical Support Agent creates a balance between the Customer Support and the Technical Support staff. Primary function is customer support use knowledge of company products, services, and policies to assist callers with inquiries. Communicate with customers to gain a better understanding of their needs and offer possible solutions. The secondary function is to support to the Technical Support Agent with the MarketingBench eCommerce software and its associated technologies. Issues are managed through a ticketed workflow and resolved, triaged, and escalated by severity of impact to the business. Preform daily duty assignments timely and accurately.ESSENTIAL FUNCTIONS: Understand and strive to meet or exceed department guidelines while providing excellent consistent customer service and daily duty assignments.Manage inbound and outbound issues in a timely mannerBuild internal and external sustainable relationships.Document customer interactions accurately and completely to keep records of customer interactionsAnswer questions, provide direction, and research errors to ensure customer satisfaction.Document information into computer to compile work volume statistics.Work with the Technical Support Agent to:Actively monitor MarketingBench Support queue and engage with reporterResolve Support issues by diagnosing issues, offering product knowledge, and escalating when requiredTrack and prioritize software bugs. Work with DemandBridge to schedule fixesInteract directly with clients both virtually and in-person when requiredStay informed of MarketingBench features and release contentsWork closely with MarketingBench Production Manager to maintain cross-functional relationship and knowledgeUnderstand and strive to meet or exceed department guidelines while providing excellent consistent customer service and assignmentsManage inbound and outbound phone calls and tickets in a timely mannerBuild sustainable relationships and engage customersDocument customer interactions accurately and completely to keep records of customer service requests and complaintsAnswer questions, provide direction, and research errors to ensure customer satisfactionDocument information into computer to compile work volume statisticsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functionsOther duties as assignedQUALIFICATIONS AND SKILLS: High School Diploma or equivalent; Associate preferredPrior customer or product support experienceAbility to manage multiple department functions, set priorities, and manage time effectivelyExceptional customer service, active listening, and verbal and written communication skills, professional phone voiceAbility to ask open ended questions and diffuse tense situationsUnderstand company products, services, and policiesAdvanced proficiency with computers, familiarity with Adobe suite preferredWorking knowledge of eCommerceAdaptability and accountabilityFluency in multiple languages helpfulJob Type: Full-timePay: $16.00 - $17.00 per hourBenefits:401(k)401(k) matchingDental insuranceEmployee assistance programFlexible spending accountHealth insuranceHealth savings accountLife insurancePaid time offParental leaveReferral programVision insuranceSchedule:8 hour shiftMonday to FridaySupplemental Pay:Bonus payCOVID-19 considerations:Masking protocols based on vaccination status. WebbMason follows all outlined CDC protocols.Work Location: One location