Job Description
Job Description
This position is responsible for answering or properly documenting all technical incoming calls and e-mail through the Customer Relation Management System.
- Provide technical troubleshooting for electronic products and services by phone and email
- Develop and maintain a knowledge base of the evolving electronic products and services
- Check customer service / tech service voicemail hourly.
- Investigate and respond to all internal and external requests. Acting as a liaison between the customer and ASA.
- Enter orders accurately and timely utilizing Code of Conduct.
- Enter return requests accurately and timely utilizing Code of Conduct.
- Utilize promise dates given to customers on order confirmations by using lead times, order planning reports, and communication with purchasing department.
- Ensure all orders are entered according to cut off times and orders are released off SO Hold in time to ship.
- Assist in quote process, processing Freight Claims, Incorrect Shipments and other miscellaneous task asked.
- Assist customers with product information and troubleshooting assistance.
- Assist with communication of delinquent Hassle Free returns.
- Ensuring all incoming Customer emails are responded to in a timely manner
- Miscellaneous any other request made by the manager that is work related.
Qualifications : Education : High School graduate or GED and must be at least 18 years of age
Knowledge / Skills :
- Basic Audio / Video and Electronics knowledge
- Must be detail oriented
- Must be able to communicate with internal and external customers, both verbally and in written form
- Must be able to multi-task
- Positive and professional demeanor
- Previous experience in customer service or electronic support
- Must understand the operation of a Multi Meter
- Previous installation experience is a plus
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