Associate Professional - Customer Support

Overview

Associate Professional - Customer Support handles initial customer inquiries, provides general product/service information, and routes or escalates issues to the right teams.

What you'll do

• Take initial customer calls and answer general questions about company products and services.
• Refer callers to appropriate resources such as inbound sales, billing, and technical support.
• Follow up on customer inquiries related to orders, shipment tracing, and returned goods.
• Determine caller eligibility for technical support and transfer calls to technical support queues.
• Perform data entry and use internal databases to answer customer questions.
• Write internal/external non-technical documentation and document customer concerns.
• Forward complaint trends to the appropriate departments.

What you'll need

• Typically 0-2 years of functional experience.
• Requires a four-year college degree or equivalent experience.
• Use company standard policies and procedures to resolve issues.
• Explain facts, policies, and practices related to the job area.
• Apply standard practices to analyze situations or data to obtain answers.
• Work is closely supervised and reviewed regularly by a supervisor or more senior peers.