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Web Product Customer Service Specialist
Taylor Communications
Duluth, GA, United States
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Description
Position at Curtis 1000 Inc
Curtis 1000 is seeking a Web Product Customer Service Specialist that will be responsible for providing technical support for web-based products and services through email support, desktop support, and telephone support. This includes receiving, analyzing, prioritizing, documenting, and actively resolving end users’ help requests.
Responsibilities Include:
• Provide technical assistance, maintenance tasks, and support to customers with the utmost priority by fielding incoming help requests from end users via help desk tickets, telephone and e-mail in a courteous manner
• Interacts with customers and troubleshoots problems to provide a high level of customer satisfaction.
• Build rapport and elicit problem details from customers.
• Communicate and report problems and/or issues experienced by customers with escalation points and management.
• Provide site support and administration including additions, deletions, and updates as requested.
• Test fixes to ensure problems are adequately resolved and perform post-resolution follow-ups to help requests.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Develop SOPs for resolved recurring requests, and frequently asked questions lists for end users.
• Report information related to help desk activities and information for daily, weekly, monthly, quarterly and annually reporting requirements as necessary.
• Provide assistance to e-Business areas as needed to ensure daily operational activities remain on-track.
Minimum Qualifications:
• The minimum education required for this position is a high school diploma or equivalent (GED) plus 2 to 4 years of previous customer support or related experience.
• Ability to manage multiple tasks and projects.
• Relies on experience and judgment to plan and accomplish goals and to handle unique and sometimes complex situations.
• Excellent written and oral communication skills; ability to communicate and work effectively with a variety of audiences.
• Excellent interpersonal skills, with a focus on rapport-building, listening, and questioning.
• Excellent problem solving, follow-up, organizational skills and strong documentation skills.
• Ability to present ideas in user-friendly language.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Knowledge of the fundamental concepts, practices and procedures of e-Commerce applications.
• Ability to work in a team-oriented and collaborative environment.
• Must be highly self-motivated with a keen attention to detail.
• A certain degree of creativity and latitude is required.
Preferred Qualifications:
• College Degree preferred.
About Our Company
We offer an attractive compensation package, including a competitive base salary, and a competitive benefit package including health, dental & vision insurance, 401K plan, profit sharing, PTO (paid time off) and Holiday Pay.
Curtis 1000, a business communications company, is as dedicated to our employees as they are to helping our clients express their uniqueness while improving their operational efficiency. Our direct marketing and communications process/print management solutions are individually tailored for each client to maximize results internally and in their markets.
Even as a 130-year-old company Curtis 1000 feels brand new. Since we’ve always been about bringing value to our clients, we have armed ourselves with innovative ad-agency-quality ideas, invested in state-of-the-art technologies, and developed our capabilities to ensure implementation through just one supplier: Curtis 1000.
As a foundation for success, the Curtis 1000 advantage includes our affiliation with Taylor Corporation, one of the largest privately held companies in the U.S., as well as one of the top-10 providers of personalized communications in North America. A forward-thinking organization, our shared values and purpose of creating opportunity and security for our employees is at the core of everything we do. Taylor’s more than 80 affiliated companies with 14,000+ employees are located across North America, China and Europe, and serve over half of the Fortune 500 companies and millions of small businesses and consumers.
“Curtis 1000 is an equal opportunity employer of minorities, females, individuals with disabilities, and protected veterans.”