The help desk support representative will receive, record, and reconcile customer/end user technical questions on the use and implementation of computer products in a timely and professional manner.
DUTIES AND RESPONSIBILITIES:
Answers incoming customer and field engineer telephone calls in a courteous and professional manner.
Assists customers, engineers, and end users with questions on product installation, usage, and implementation.
Responds to and investigates customer, engineer, and end user inquiries, concerns, and issues via phone and e-mail in a timely and courteous manner.
Answers customer and engineer inquiries and provides appropriate technical and/or product-related information.
Researches and resolves customer complaints and/or billing issues.
Obtains customer contact and feedback information.
Effectively communicates customer issues and concerns to all applicable internal staff members.
Documents all contacts, actions, and responses in customer database.
Organizes and maintains file system; files correspondence and other records.
Maintains working knowledge of products and/or services.
Prepares reports and correspondence as needed.
Performs other related duties as assigned by management.
Minimum of two years related experience or equivalent.
Excellent customer service skills.
Excellent verbal and written communication skills.
Proficient on Windows 7 OS.
Proficient on basic networking concepts.
Commitment to excellence and high standards.
Strong organizational skills; able to manage priorities and workflow.
Ability to work independently and as a member of various teams and committees.
Ability to understand and follow written and verbal instructions.
Acute attention to detail.
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
Ability to effectively communicate with people at all levels and from various backgrounds.
Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
Bilingual skills a plus.
About Acrelec America
Acrelec America, a leading digital transformation company, provides the world’s largest brands with self-order kiosks, menu displays, drive-thru and click-and-collect solutions that increase customer engagement while delivering benefits across the digital enterprise. Acrelec America is a part of the Acrelec Group, a world leader with 20,000 installations in 50 countries.