Polster Antenor

• Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
• Communicate clearly and effectively with end users, colleagues to quickly resolve issues and ensure customer satisfaction.
• Install and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary.
• Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.
• Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information, and attending conferences or seminars when possible.

o Answer the phones and respond to customer requests.

o Answer the phones and diagnose the cause of the software issue and promptly explain the correct Troubleshooting for it.

o Provide customers with product and service information.

o Complete call logs and reports

o Request and recommend customers to participate in a survey at the end of the call.

o Required to stay up to date with new information troubleshooting and products when presented.

o Required to meet and maintain service levels and goals set individually by your supervisor.

o Required to follow internal policies in place in terms of warrant and replacements.

o Able to de-escalate angry/upset customers.

o Recommend to customers what type of products to buy according to their needs and follow up via email with the appropriate link.

o Document all issues, Resolution and follow up action.

o Utilize selling skills to make multiple effective product recommendations on every contact to our customers.

o Resolve customer issues while utilizing negotiation skills.

o Efficiently handle inbound contacts with customers, resolving any issues, questions, or concerns

o Enter information into the company database.

o Interpret company policy and procedures in servicing customers.

o Assist my peers and help de-escalate their calls

o Assist supervisor with completing tasks such as payroll, QA and supervisor calls