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Full Time

Help Desk Specialist/Customer Service Associate Apply Now


Posted 2 weeks ago


Help Desk Specialist/Customer Service Associate

Location: Charleston

Job Summary

Our growing Xerox Dealership headquartered in Charleston, SC is looking for a Customer Service Associate who can assist clients with product issues and help to maintain a high customer retention level. The Customer Service Associate will be responsible for taking incoming calls from our customer base and addressing customer product issues and concerns with the company. The successful candidate will be required to develop a comprehensive understanding of our customer service policies and know when issues need to be escalated to the field service staff for resolution.

Primary responsibilities & Duties

• Answer incoming service calls
• Provide first level problem resolution and customer service for Xerox copiers & printers and convey   resolutions
• Dispatch field technicians (using e-Automate Remote Tech)
• Place supplies orders
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about service experience.

Qualifications & Skills

• High school diploma/GED required (College degree preferred)
• 2+ years’ experience in a customer service role
• Proficiency with MS Office
• Proficiency with e-Automate preferred
• Ability to work well in a team environment
• Strong sense of professionalism and discretion required
• Proven working experience in providing help desk support
• Proficiency in English
• Working knowledge of help desk software, databases and remote control
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation

Compensation & benefits

• Competitive pay & benefits
• Paid vacation
• Full time position (Monday – Friday, 8am – 5pm)
• Professional growth & development opportunities
• Positive & nurturing team environment

Apply Now

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Customer Support / Client Care