Purpose of Position: The chief responsibility for the position of Technical Specialist will be to provide our Members with phone support on the product they have purchased and provide a resource for our sales team to complete New Mercury installations as they are sold.
Essential Duties and Responsibilities:
Provides technical troubleshooting of a particular issue in order to resolve
Accurately record and document all actions taken when working within a customer account.
Monitor rejected online orders using the internal computer applications.
Monitor incoming emails and other order related messages using the internal email and computer applications
Professionally respond to incoming messages and emails from florists and internal customers alike.
Consistently achieve performance goals as defined by management. Each rep should review their own statistics on a daily basis in order to monitor their progress towards continual improvement.
Provide our members and customers with quality service. This information is documented during the quality monitoring sessions.
Reads and retains information from memorandums, newsletters and training materials to effectively service customers.
Participates in ongoing on-the-job training. This may include attending team meetings, huddles, one-on-one sessions with members of management, peer coaching, refresher training, as well as structured classroom training.
Perform other duties as assigned.
Knowledge, Skills and Abilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. If a reasonable accommodation is necessary, the employee must make the request and may be required to provide medical documentation. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
High school diploma required; 2 Year college degree preferred / or 3 years equivalent experience
Minimum 2 years' experience in a position with a high level of customer interaction
Excellent problem solving skills
Working knowledge of Windows Server 2003, Server 2008, XP, Windows 7, and Windows 8
Hardware troubleshooting skills to include computers, network printers, routers, switches, and POS equipment
Understanding of basic networking skills
Strong communications skills appropriate for B to B client support both in the written and verbal formats
Outstanding time management skills
Strong documentation skills, previous call logging experience preferred
Team oriented, with the strong desire and ability to mentor, coach and motivate peers
Flexible to work a standard shift within support center's published hours
(Mon-Fri: 7am to 8pm, Saturday: 7:30am to 6pm, Sunday 10am to 4pm) subject to change
Working understanding of the basics of Accounting, preferred
Previous experience within a phone support environment
VPN and VMware experience, preferred
Ability to multitask, manage conflict and flexibility are essential for this position
May be required to travel occasionally