Product Support Rep II

Job Description :

We are seeking a Product Support Rep II for a very important client.Provide support Client Customers and Franchisee via inbound and outbound phone calls, e-mail, and other written correspondence This support includes, but is not limited to, technical troubleshooting, general product use / operation, up-selling / cross-selling, new product registration, and sending replacement parts as needed.

KEY ACCOUNTIBILITY Ability to handle a high volume of inquiries in a quality manner Respond to customers politely and attentively and to maintain a professional, helpful attitude at all times Assist customers with common technical questions.

This includes basic and advanced software and hardware troubleshooting and operational questions Ability to communicate effectively and positively with callers while diffusing escalated situations as needed to handle a high volume of inquiries in a quality manner RESPONSIBILITIES Respond to customers politely and attentively and maintain a professional, helpful attitude at all times Ability to immediately determine customer needs and resolve or route call appropriately Meet department call metrics and guidelines provided by Manager or Supervisor Demonstrate customer passion in all phases of job responsibilities Attend 3rd party and internal training as required Collect and enter customer interaction data for each call into customer management database Responsible for making sure telephone messages, callbacks, and voicemail messages are handled within expected timeframes Participate in meetings as required Other duties as assigned

Requirement :

The ideal candidate will possess the following qualifications : PHYSICAL DEMANDS / WORK ENVIRONMENT Fast paced Call Center environment Years of Experience : At least 3 years previous Customer Service experience preferred Automotive troubleshooting and hands-on repair experience or equivalent Other Requirements : Automotive troubleshooting and hands-on repair experience preferred Must possess strong verbal and written communication skills and have a professional demeanor.

Ability to prioritize, organize and manage multiple tasks simultaneously with a high level of accuracy and the ability to work under pressureBilingual in Spanish or French preferred