Lee Enterprises · 5 hours ago

Customer Support Representative

United States

Full-time

Remote

Entry Level

$24/hr - $26.50/hr

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Responsibilities

Respond promptly to customer inquiries via phone or Sales Force cases, providing timely, accurate, and helpful information.

We expect you to be comfortable troubleshooting with customers via outbound calls and Microsoft Teams meetings as well as when you’re receiving inbound calls.

Actively listen to customers’ concerns, identify the root cause of issues, and offer effective solutions in a professional and friendly manner.

Ensure every customer interaction leads to a positive experience. Strive to exceed customer expectations by offering personalized, thoughtful solutions and maintaining a high level of empathy.

Stay informed about BLOX Digital products and services to provide accurate and relevant information to customers. Share best practices and guidance to help customers fully utilize and enjoy their purchases.

Represent customer interests by relaying concerns and feedback to management and relevant departments, contributing to the development of better solutions.

Accurately document customer interactions, issues, and resolutions in Sales Force to ensure effective follow-up and tracking of recurring problems.

Participate in ongoing training and development sessions to improve product knowledge and enhance customer support skills.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Basic Troubleshooting SkillsCustomer-Centric AttitudePatienceTechnical Support ToolsSales Force Service DeskBLOX CMS Knowledge

Required

Excellent verbal and written communication skills, with the ability to express complex ideas clearly and concisely.

Ability to diagnose and resolve common technical issues, such as connectivity problems, software bugs, or user configuration errors, either remotely or by guiding customers through steps.

Demonstrated ability to remain calm, patient, and empathetic when addressing customer concerns, especially in challenging situations.

Strong critical thinking and problem-solving skills with a focus on finding solutions that prioritize customer satisfaction.

A genuine desire to help others and make a positive impact on the customer experience.

Ability to collaborate effectively with colleagues and other departments to resolve issues and improve processes.

High attention to detail, ensuring that all customer interactions are handled efficiently and accurately.