Post Sales Support I

The Post-Sales Support I provides excellent customer care to customers in a timely manner with an emphasis on providing accurate information, effective communication, and final resolution.

Major Responsibilities

• Provides accurate information to customers in a friendly and timely manner.
• Displays a sense of urgency in anticipating, understanding, and meeting customer’s needs.
• Ensures queue management and workload volumes are handled in a timely manner and customer (internal and external) service levels are met.
• Escalates calls as appropriate ensuring a soft transition if an inquiry is beyond scope of knowledge.
• Achieves incoming call goals.
• Remains current on products, services, and promotions. Maintains product knowledge through training and continuing education.
• Performs other duties as assigned

Minimum Qualifications

• High School Diploma or equivalent.
• 6 months experience handling a high volume of inbound calls or in a customer support role required.

Preferred Qualifications

• Previous experience using SAP or equivalent ERP

Knowledge / Skills / Abilities

• Proficient with Microsoft Office Suite (e.g., Word, Excel, Outlook).
• Intermediate computer skills.
• Excellent verbal and written communication skills.
• Strong customer service skills.
• Excellent problem-solving skills.
• Ability to keyboard 40 wpm while on the phone with customers.
• Ability to provide customer friendly etiquette.
• Ability to evaluate a situation objectively and review situations in a supportive and empathetic manner.
• Ability to troubleshoot issues, offer accurate information.
• Ability to work independently with a high attention to detail.
• Availability to work flexible hours.
• Accurate grammar, punctuation, and spelling; and can-do attitude.
• Understand and applies technical skills, methods, and process to perform at the required level.

Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel.