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Gen · 1 day ago

Customer Support Representative

Phoenix, AZ

Full-time

Onsite

Entry Level

2+ years exp

Gen is a company focused on providing exceptional customer support, and they are seeking a dynamic and motivated Customer Support Representative to join their growing team. In this role, you will be the first point of contact for customers, assisting with inquiries, troubleshooting issues, and contributing to continuous improvements in customer experience.

Cyber SecurityDigital MediaInformation Technology

Responsibilities

Serve as the front-line company representative, maintaining professionalism and a positive attitude

Provide exceptional service that exceeds customer expectations, ensuring every interaction is handled with care and attention to detail

Build strong customer relationships by actively listening, asking clarifying questions, and tailoring responses to meet individual needs

Quickly and efficiently navigate multiple systems, troubleshooting customer issues and providing accurate, timely solutions related to ReputationDefender by Norton

Demonstrate empathy, compassion, and professionalism, ensuring each customer feels valued and understood

Consistently speak positively about the company and its services, fostering trust and satisfaction with customers

Use effective communication skills to address customer inquiries, ensuring responses are clear and effective

Leverage problem-solving and decision-making skills to provide immediate solutions and resolve issues without escalation

Maintain up-to-date knowledge of products, services, and industry trends to effectively handle customer concerns and questions

Offer feedback to management regarding customer sentiments, patterns, and suggestions for improving service and processes

Ensure all tasks and follow-up actions are managed accurately and promptly, demonstrating strong organizational skills

Monitor customer interactions for potential areas of improvement, providing regular updates to the team and manager on any challenges or risks

Ability to multi-task and manage multiple conversations simultaneously across phone, chat, and other platforms

Work with a high degree of efficiency, handling a fast-paced workload while maintaining quality customer interactions

Keep track of and manage a variety of customer details, ensuring no requests or issues are overlooked

Collaborate with the Manager and team to identify and resolve any potential issues that could affect customer satisfaction or lead to errors

Qualification

Customer serviceCommunicationCRM toolsMicrosoft Office SuiteMulti-taskingAnalytical skillsTyping speed 45 wpmBasic math skillsWeb browsing skillsInternet searchActive listeningCritical thinkingTime managementDecision-makingOrganizational skills