Zirrus.net
Specialist Technical Support
Zirrus.net, Yadkinville, North Carolina, United States, 27055
****Are you ready for a fun and rewarding job that utilizes your problem-solving skills in a fast-paced and casual environment? Would you like to work from home up to 3 days a week? We are searching for a
Technical Support Specialist
experienced in handling technical support for issues related to our products, services, equipment, technology, etc. The Technical Support Specialist is responsible for providing technical support through inbound and/or outbound calls, email, chat and serves as a liaison between Zirrus and our customer base. The successful candidate should have strong verbal and written communication skills, customer-centric focus, with an ability to troubleshoot and manage technical issues to a solution. This position requires the ability to work a Sunday through Wednesday schedule. You should have 3+ years in customer service, customer support or comparable role and be an experienced and effective user of technology. Previous contact center experience preferred.
**
**
Job Summary
Provide outstanding technical support and customer care for issues related to our products, services, equipment, and technology. Develop solutions that resolve customer concerns, complaints, and inquiries, ensuring customer satisfaction and a positive experience.
Essential Job Functions
Manage ongoing inbound and/or outbound calls, chats, and emails in a timely manner; follow protocol for follow-up calls. Serve as a liaison between Zirrus and customer base.
Identify customers’ needs, clarify information, assess technology, and fully research every issue to provide a timely response and solution
Provide various levels of technical support and offer viable solutions or alternative options that are acceptable to the customer
Maintain knowledge of product offerings, systems, billing processes, policies, etc. and educate customers and/or employees on such items
Seize opportunities to upsell products when they arise
Build sustainable relationships and engage customers by providing required technical support and excellent customer experience
Document all customer interactions in CRM in a logical and understandable manner
Meet personal/team qualitative and quantitative KPI targets
Recognize challenging customer dynamics and personalities, and escalate when needed
Requires NC Alarm Systems Licensing Board registration, this registration process includes an extensive background check, fingerprinting, and application process.
Other duties as assigned
Knowledge, Skills and Abilities
Strong verbal and written communication skills
Strong problem-solving skills
Skilled in active listening and ability to clearly communicate information
Ability to explain complex technical issues in simple, understandable terms
Patience; ability to adapt and professionally manage challenging personality types
Ability to learn, multi-task, set priorities and manage time effectively
Knowledgeable of company policies, practices and procedures
Ability to work varying shift schedules and be on call
Demonstrate technical ability
Education and Experience
Previous experience in customer service, customer support or comparable role preferred – 3 plus years
Experienced and effective user of technology
Familiarity with the industry is a plus
High school diploma required/ degree in relevant discipline preferred (must be willing to obtain further training)
Technical Support Specialist
experienced in handling technical support for issues related to our products, services, equipment, technology, etc. The Technical Support Specialist is responsible for providing technical support through inbound and/or outbound calls, email, chat and serves as a liaison between Zirrus and our customer base. The successful candidate should have strong verbal and written communication skills, customer-centric focus, with an ability to troubleshoot and manage technical issues to a solution. This position requires the ability to work a Sunday through Wednesday schedule. You should have 3+ years in customer service, customer support or comparable role and be an experienced and effective user of technology. Previous contact center experience preferred.
**
**
Job Summary
Provide outstanding technical support and customer care for issues related to our products, services, equipment, and technology. Develop solutions that resolve customer concerns, complaints, and inquiries, ensuring customer satisfaction and a positive experience.
Essential Job Functions
Manage ongoing inbound and/or outbound calls, chats, and emails in a timely manner; follow protocol for follow-up calls. Serve as a liaison between Zirrus and customer base.
Identify customers’ needs, clarify information, assess technology, and fully research every issue to provide a timely response and solution
Provide various levels of technical support and offer viable solutions or alternative options that are acceptable to the customer
Maintain knowledge of product offerings, systems, billing processes, policies, etc. and educate customers and/or employees on such items
Seize opportunities to upsell products when they arise
Build sustainable relationships and engage customers by providing required technical support and excellent customer experience
Document all customer interactions in CRM in a logical and understandable manner
Meet personal/team qualitative and quantitative KPI targets
Recognize challenging customer dynamics and personalities, and escalate when needed
Requires NC Alarm Systems Licensing Board registration, this registration process includes an extensive background check, fingerprinting, and application process.
Other duties as assigned
Knowledge, Skills and Abilities
Strong verbal and written communication skills
Strong problem-solving skills
Skilled in active listening and ability to clearly communicate information
Ability to explain complex technical issues in simple, understandable terms
Patience; ability to adapt and professionally manage challenging personality types
Ability to learn, multi-task, set priorities and manage time effectively
Knowledgeable of company policies, practices and procedures
Ability to work varying shift schedules and be on call
Demonstrate technical ability
Education and Experience
Previous experience in customer service, customer support or comparable role preferred – 3 plus years
Experienced and effective user of technology
Familiarity with the industry is a plus
High school diploma required/ degree in relevant discipline preferred (must be willing to obtain further training)