Customer Service/Tech Support Representative

Nielsen-Kellerman Company is a leader in providing mission-critical measurements and insights across various fields. They are seeking a Customer Service/Tech Support Representative to assist clients with technical support for merchant processing hardware/software and ensure an excellent support experience through effective problem resolution.ResponsibilitiesProvide customers with a personalized rewarding experience that starts with answering questions as well as understanding each customers unique needsWork with customers to solve various types of technology problems, including Wi-Fi/network connectivity; hardware and software issues; with a knowledge around mobile applications, navigation, and downloadsUse Help guide resources, technology, and problem-solving skills to troubleshoot issuesAnswer "How To" quick-fix questionsTake ownership of customer issues through to resolution or escalation while providing accurate and prompt feedback both to the customer and teammatesBe the advocate for customers by taking ownership, acting with empathy, and connecting customers to solutions that meet their needsPositive outlook and keen to learn and develop skills while contributing to a high performing and enthusiastic teamProvide assistance creation and resolution of returns and warranty claim via returns softwareSkills1+ year of experience in an inbound call center environment and/or a technical troubleshooting backgroundExcellent interpersonal, written, and oral communication skillsTechnical troubleshooting Help Desk experience in a hardware and/or software environmentAbility to collaborate with internal and external partners to resolve complex customer escalationsAbility to express ideas in a clear and concise mannerHave a commitment to excellent attendance with proven reliability and can adhere to the agreed upon work scheduleExperience in phone based technical support, customer service, or other related fieldsAbility to convey technical information to a non-technical audienceStrong troubleshooting and critical thinking skillsAbility to communicate clearly and concisely through any methodMust have a positive and professional demeanor when interacting with customersExcited to learn new skills and work in a team environmentAbility to navigate several web-based CRM software for different sales sitesAbility to accomplish multiple tasks at a single time e.g., answer email and phone call at same timeMust be eligible to work in the US without sponsorshipBasic knowledge of accounting is a plusAmbition to learn new skills and growBenefitsEmployee benefits include medical, dental, vision, disability and life insuranceVoluntary benefits include family medical, life insurance, critical care insurance, FSA dependent care and pet insurancePaid Maternity/Paternity LeaveHSA with employer contribution401k with employer match to 5% after 90 days.9 paid holidays and 80 hours of PTOCompany OverviewNielsen-Kellerman, Inc. It was founded in 1978, and is headquartered in Boothby Pagnell, Lincolnshire, GBR, with a workforce of 51-200 employees. Its website is http://www.nkhome.com/.



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