Description

Envysion, a leading provider of video-based SaaS technology solutions for retailers, fast casual restaurants and wireless dealers, is seeking a Customer Support Representative. This position will assist customers by phone with troubleshooting and incident creation to resolve customer issues.  This position will support and resolve customer’s issues, create/update trouble tickets, and work between multiple systems. Ideal candidates will possess excellent customer service skills, technical skills, and have a willingness to learn, be trained and develop key technical skills to support Envysion customers.

Core Functions

• Provide first level phone or chat support, train customers, and perform case triage
• Write clear and concise emails to customers using ticketing system
• Obtain and evaluate relevant details to effectively resolve customer inquiries and deliver exceptional service on software and hardware products using ticketing system
• Utilize knowledge base articles, and message templates to train customers on how to use systems
• Record and/or maintain accurate information within ticketing system
• Collaborate with other employees in a team environment
• Assist inexperienced or nontechnical end users in resolving issues
• Help customers identify the root cause of technical issues
• Interact directly with customers to ensure their issue(s) are resolved and a superior customer experience is provided

Competencies & Skills

• Must have excellent customer service skills and manage time well, working with multiple clients at the same time
• Must be able to communicate empathetically, logically and clearly
• Must be able to work in an on-demand, fast paced customer service environment without becoming frustrated, frazzled or angry
• Must be organized, detail oriented and able to work without constant instruction
• Should be able to overcome customer objections, and help de-escalate difficult situations
• Should be able to follow instructions and knowledge base articles to communicate answers and resolutions to customers
• Should be able to use scripts to help customers, and have comfort in deviating from scripts when needed
• Should be able to help customers with basic troubleshooting
• Should be able to prioritize and meet tight deadlines
• Possess technical aptitude for performing technical tasks to resolve customer issues
• Ability to work in a high intensity, fast paced environment
• Ability to work a flexible or rotating schedule, including some weekends and evenings
• Ability to work both independently and as part of a team
• Always Exercise the highest level of confidentiality and ethical standards

Education & Experience:

• High School diploma or equivalent
• Inbound/Outbound customer support center experience preferred
• Customer facing experience preferred

Compensation & Benefits

Hourly Rate

• $17.00 - $19.00 per/hour, depending on experience

Corporate Bonus (upon fulltime employment)

• Based on corporate and individual objectives; Up to 10% of your Annual Salary, prorated from your start date

Benefits (upon fulltime employment)

• 3 weeks Paid Time Off, Medical, Dental, Vision, Teledoc services, 401k & Roth; with 2% company match, Short Term & Long-Term Disability and Life Insurance

 Envysion is proud to be an Equal Opportunity Employer, committed to workplace diversity.