Customer Support Rep Job Description

Customer Support Rep Job Description

4.5
150 votes for Customer Support Rep
Customer support rep provides support to end users on Medpace IT equipment and software applications including computer hardware, peripherals, copiers, fax machines, mobile phones, scanners, building security systems, environment monitoring systems, computer operating systems, office applications;.

Customer Support Rep Duties & Responsibilities

To write an effective customer support rep job description, begin by listing detailed duties, responsibilities and expectations. We have included customer support rep job description templates that you can modify and use.

Sample responsibilities for this position include:

May assist sales in the RFP process supplying estimates and determining how to efficiently process a complete job
Determine the root cause of the issue and resolve with customer and document issue via sales force
Operate proprietary web-based CRM, Sales Force and spreadsheet applications
Order follow-up
Communicates with regular and prospective customers to solicit orders or talk with them regarding other customer service related concerns
Quotes prices, credit terms, process capabilities, and delivery times to customers
Enter, maintain and process distributor customer orders
Proactively manage relationships with our distributor partners
Process small instrument orders and initiate returns when appropriate
Provide customers with delivery and pricing information

Customer Support Rep Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Support Rep

List any licenses or certifications required by the position: LSS, MCSA, MS, OEM, SSL

Education for Customer Support Rep

Typically a job would require a certain level of education.

Employers hiring for the customer support rep job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Associates, Education, Business, Finance, Accounting, Communications, Computers, Business/Administration, Economics, General Education

Skills for Customer Support Rep

Desired skills for customer support rep include:

Computer systems and software applications
Customer support processes
Information systems products and services to assist customers on technical matters
Relevant operating systems and software environment
Applications and services
Woodward products
Information systems products and services to assist customers on cellular phone technical matters
Exporting and shipping
Sales
Computer systems and gaming platforms

Desired experience for customer support rep includes:

Customer facing Call Center or Customer Service Experience
Ability to maintain enthusiasm and positive attitude
Ability to adapt easily to constant changing environment
MSCE is a plus
May be required to have multi-lingual capabilities dependent on customer base or location (verbal and written)
Must fluently speak and write English AND Portuguese

Customer Support Rep Examples

1

Customer Support Rep Job Description

Job Description Example
Our growing company is looking for a customer support rep. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer support rep
  • Schedules service and retrieval appointments with subscriber/caregiver within expected service and quality standards
  • Advanced knowledge in the application of resources, computer systems, software programs and phone equipment
  • Become familiar with and comply with Sonus policies and procedures
  • Place out bound calls to end user customers
  • Receive inbound calls from CLEC and Resale customers
  • Correct customer information by working Toll reports, Calling Card reports, and other reports assigned that are offline support functions
  • Answer customer inquiries via e-mail, mail, fax or phone
  • Post and balance Customer Adjustments
  • Respond to customer needs and concerns in a prompt, courteous, and professional manger
  • Resolve customer problems to the customers’ satisfaction
Qualifications for customer support rep
  • Previous experience in a technical support role a plus, but not required
  • Any familiarity with networking or telephony concepts is a plus, but not required
  • Associate’s degree or 4 years relevant work experience
  • 1-plus years experience in related field
  • Ability to read and apply Engineering prints
  • Ability to read and apply Hydraulic drawings and schematics
2

Customer Support Rep Job Description

Job Description Example
Our company is looking for a customer support rep. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer support rep
  • Complete and process customer complaints and communicate and coordinate resolutions to the appropriate customer or department
  • Effectively and efficiently resolves billing concerns and provides informational support to customers
  • Investigate all billing questions and initiate appropriate change orders and/or credit/debit adjustments
  • Investigate and write change orders, then forward for input, where applicable
  • Write disconnect orders and forward the input, where applicable
  • Knowledge of systems and products within the Customer Service Representative group
  • Address, resolve, and respond to customer issues with the appropriate research in a prompt, efficient and courteous manner
  • Accurately log in and out of time keeping systems for payroll and work prediction purposes
  • Able to effectively and efficiently use the computer, mouse, keyboard, and software in a productive manner that improves the customer’s experience
  • Proper usage of Jack Henry System other supporting systems
Qualifications for customer support rep
  • Ability to read and apply Electrical drawings and schematics
  • Associates/Bachelor’s degree preferred and 1 year of professional work experience in a customer service or contact center environment or high school diploma required with 3 years professional work experience in a customer service or contact center environment
  • Online chat experience is a plus
  • Payroll system and SalesForce.com or other CRM experience a plus
  • Superior knowledge of MS Office (Emphasis on Excel and Outlook)
  • 1 year of professional work experience in a customer service or contact center environment or high school diploma required with 3 years professional work experience in a customer service or contact center environment
3

Customer Support Rep Job Description

Job Description Example
Our company is growing rapidly and is looking for a customer support rep. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer support rep
  • Responsible for established Service Center sales targets and customer assurance metrics
  • Coordination of reconditioning work/programs between customer, branch operations and sales
  • Provide day to day telematics customer support with JLG customers for hardware, software and communication questions
  • Administrative duties that includes managing customer accounts, activation of devices and software setup
  • Ability to escalate issues/questions to Orbcomm Tier 2 Support for resolution and follow-through
  • Provide call-handling, incident management, and communication skills to accurately diagnose incident and determine necessary path for resolution
  • Ability to deal with and resolve customer issues in an independent manner
  • Ability to adapt to and learn new software applications and platforms
  • Respond to customer needs and concerns in a prompt, courteous, and professional manner
  • Redirect incorrectly routed cases submitted to the appropriate support teams globally
Qualifications for customer support rep
  • College degree or equilvalent work experience
  • CRM program knowledge preferred but not required
  • Superior customer relations and customer service focus
  • Basic telephony understanding
  • Ability to understand details and research customer accounts
  • Attention to detail, thorough knowledge of products and systems
4

Customer Support Rep Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of customer support rep. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer support rep
  • Process transactions including sales orders with a very high accuracy rate
  • Acts as the first point of contact to coordinate the resolution of customer issues on all subjects including availability, pricing, order entry, order status, freight damage, return goods authorization, invoice, credit, and outstanding payment issues
  • Gathering key performance indicators and report through weekly metrics
  • Expedites the customer’s credit application for account set up
  • Reviews purchase orders for order entry and monitor the open orders to insure timely processing and delivery of Oshkosh Defense products
  • Processes email based business transactions including purchase order receipt, acknowledgement, advance shipment notification, invoicing, debit and credit memos
  • Processes proforma invoices to ensure payment
  • Coordinates customer marketing materials
  • Maintains database of order information for each account within JD Edwards
  • Maintains and distributes metrics within Oshkosh Defense, LLC and with customers
Qualifications for customer support rep
  • Strong knowledge of mainframe and PC applications
  • Willingness to work extended hours, weekends and holidays as necessary
  • The successful candidate will be experienced in customer service and able to demonstrate professionalism and the capacity to handle difficult end user related issues
  • The candidate must also be able to master detailed training to successfully follow the policies and procedures for DHA, DHS, and HIPAA
  • Familiarity with a call center environment, background in medical appointment setting or other health care environment
  • Skill to operate a calculator, computer keyboard, and/or a typewriter, other basic office equipment
5

Customer Support Rep Job Description

Job Description Example
Our company is looking for a customer support rep. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer support rep
  • Perform Pre-Process Claim
  • Use various software programs while assisting customers and properly document information relative to the call
  • Respond to voicemails, emails or faxes in a clear and concise manner
  • Exercise judgment and discretion in the completion of daily tasks and interaction with customers
  • Partner with supervisor daily to be fully prepared to work efficiently and effectively
  • Take every opportunity to exceed the expectations of both internal and external customers
  • Accomplish additional tasks, duties or projects assigned by the Tier 1 management team
  • Reviews and processes routine customer information service transactions as requested by home office, members and financial representatives
  • Verifies, maintains and ensures data accuracy of customer information through internal and external resources
  • Responds to emails that are general in nature, distributes others to appropriate work queues and/or team members
Qualifications for customer support rep
  • Physical Requirements for this position required normal activities involving bending, lifting, walking, sitting, turning, repetitive motion
  • Strong ability to multitask using several computer systems simultaneously (JDE, Lotus Notes, Call Tracking, Excel)
  • Experience within telematics and or construction equipment markets
  • Effective communication skills are of the utmost importance as this person will be in constant and direct contact with customers
  • Technology support related job experience or related telematics experience
  • Experience in related aftermarket AWP business, service and training

Related Job Descriptions

Resume Builder

Create a Resume in Minutes with Professional Resume Templates