Experienced Customer Service Technical Support Agent – Remote Opportunity at arenaflex
Job Title: Experienced Customer Service Technical Support Agent – Remote Opportunity at arenaflex
Job Description:
About arenaflex
arenaflex is a global leader in the outdoor recreational industry, dedicated to turning ideas into adventure with innovative, market-leading products. Our company is passionate about providing exceptional customer experiences and delivering top-notch technical support to our valued customers. As a Customer Service Technical Support Agent at arenaflex, you will play a vital role in ensuring our customers receive the best possible service, support, and solutions to their technical product issues.Job Summary
We are seeking an experienced and customer-focused individual to join our team as a Customer Service Technical Support Agent. In this role, you will provide exceptional technical support to consumers, dealers, and sales representatives via phone, email, live chat, and social media. You will also be responsible for providing diagnostic advice to resolve technical product issues, order entry, and recommendations on product selection. If you are a team player with excellent communication skills and a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.Key Responsibilities
- Provides excellent customer service to dealers, sales representatives, and consumers via phone, email, live chat, and social media.
- Provides diagnostic advice to resolve technical product issues, order entry, and recommendations on product selection.
- Maintains accurate and up-to-date records on communications through computer applications.
- Provides technical and sales support to consumers, dealers, and sales reps to ensure efficient and accurate quality service relating to our products, their software, features, and functions.
- Responds to inquiries, resolves routine issues (referring more difficult problems upward, if necessary), and educates and acts as a resource on company products via phone, email, and other methods as appropriate.
- Documents inquires, issues, and resolutions, and education provided as required.
- Provides pre-sale support to consumers and retail channel partners in the form of product selection based upon the application and desired features, installation and rigging, promotions, product availability, pricing, and where to purchase.
- Documents the interaction in the appropriate computer application to help drive continuous improvements in process and product quality.
- Executes routine reports and independently creates reports to support department activities.
- Demonstrates proficiency in supporting the minimum amount of product families as identified by each arenaflex brand.
- Maintains and monitors personal performance metrics to ensure department KPI's (key performance indicators).
- Strives for continuous improvement.
- Issues return and repair authorizations as necessary.
- Performs other duties as assigned.