Purpose
Provides basic technical support and assistance to customers via e-mail, phone, or chat. Addresses and responds to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance.
This position is a hybrid role primarily working from the employee’s home but may be required to work in office.
Duties and Responsibilities
$ads={1}
The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.- Answers incoming customer telephone calls in a courteous and professional manner.
- Responds to and investigates customer inquiries, concerns and issues via phone, fax, mail and email in a timely and courteous manner.
- Provides customers with preventive maintenance and configuration recommendations.
- Records and routes customer requested changes in an appropriate manner.
- Escalates more complex inquiries to a higher level support team.
- Answers customer inquiries and provides accurate technical and/or product-related information.
- Researches, troubleshoots and resolves customer complaints, technical problems and/or billing issues.
- Follows up with customers consistently when necessary.
- Obtains customer feedback openly and without judgement.
- Effectively communicates customer issues, feedback and concerns to all applicable internal staff members.
- Documents support interactions, including details of inquiries, complaints, comments, and actions taken in customer database and/or Zendesk.
- Organizes and maintains file system, tickets assign to self and all correspondence.
- Maintains working knowledge of products and/or services.
- Prepares correspondence for company ticketing system as needed.
- Able to use one’s time effectively and productively.
- The ability to find quick and clever ways to overcome difficulties.
- Ability to prioritize and manage multiple tasks.
- Maintains prompt attendance and timeliness.
- Respond to all employee inquires in slack, via email, and phone. Actively respond in your team’s channels and engage in employee’s requests in a timely manner.
- Works under the close supervision of the Customer Service Manager(s).
- May require in office work dependent upon the company’s needs.
- Performs other duties as assigned by supervisor.
Software Applications
- Microsoft Outlook/Zimbra Webmail
- Microsoft Office Suite
- Lattice
- Zoom
- Aircall
- Slack
- ZenDesk Helpdesk
- Bill.com
Work Context
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Duties require the ability to sit and stand for frequent and prolonged periods of time.
- Duties require the ability to wear a headset for 8 hours per day.
- Duties require the ability to speak for prolonged periods of time, throughout the duration of your shift.
- Duties require extended screen use for duration of your shift.
- Duties require time spent bending or twisting the body.
- Duties may require repetitive motions.
- Must be able to lift 10lbs.
Communication
- Must be able to respond to requests and communicate with clients, co-workers, and vendors in person, via telephone, and email.
Work Setting
- This position may be required to work in the office. Work is performed in a temperature controlled office with frequent visitors and varying noise levels.
Qualifications:
- High school diploma or equivalent and/or two years related experience.
- Possesses a basic understanding of the organization’s products and services.
- Excellent customer service skills
- Excellent verbal and written communication skills
- Proficient on Windows OS, internet savvy
- 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 and ability to troubleshoot effectively.
- Versatility, flexibility and a willingness to work within constantly changing priorities with enthusiasm.
- Ability to perform diversified clerical functions.
- Ability to effectively communicate with people at all levels and from various backgrounds.
- Ability to act and perform with urgency
Competencies:
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Salary Range:
The pay listed in this posting indicates the estimated pay at the time of this posting; however, may vary depending on geographic location, job-related knowledge, skills, and experience. In addition, Orion offers a competitive benefits package which includes health, dental, vision, and disability coverage on day one, 401(k) plan with employer match, paid parental leave, pet benefits including pawternity leave and pet insurance, student loan repayment and more.
About Us
As One-Orion, we accomplish our best work by being personally accountable to each other and the clients we serve. We are creating a welcoming environment where everyone is respected, valued, and heard. Our willingness to disrupt ourselves, and the industry ensures we stay ahead of client expectations. Thinking differently is in our DNA – we innovate, push boundaries, reject the status quo, and relentlessly pursue transformative outcomes. It is our collective will to win that drives Orion’s success and powers success for our clients and everyone at Orion.