Job Description

Position: Technical Support Specialist (CSR Tier 2)

Number of hours: 40 hours/week

Schedule: 8:00 AM to 5:00 PM PST

Tasks required:

• Take customer orders via phone, email, or chat, ensuring accuracy and timeliness.

• Process and track shipments, ensuring orders are correctly fulfilled and delivered on time.

• Provide second-tier technical support, assisting customers with troubleshooting and resolving technical issues related to products or services.

• Utilize and navigate the Davinci System to process orders, manage customer data, and troubleshoot technical issues efficiently.

• Communicate effectively with customers to address inquiries, concerns, and feedback.

• Identify and resolve issues that require further escalation and work with higher-tier technical support teams to resolve complex issues.

• Accurately document customer interactions, issues, and resolutions in the system.

• Work closely with other teams, such as sales, logistics, and upper-tier technical support, to ensure smooth operations.

• Stay up-to-date with system updates, product knowledge, and industry trends to provide the best support possible.

Requirements

• Previous CSR or Technical Support experience in a related field.

• Must have prior experience using or knowledge of the Davinci System for order processing, shipment tracking, and technical troubleshooting.

• Experience with CRM or similar systems for managing customer interactions.

• Strong ability to analyze technical issues, identify root causes, and provide solutions.

• Excellent communication and interpersonal skills to handle customer inquiries, orders, and complaints effectively.

• Ability to troubleshoot technical issues and assist customers with solutions in a timely and professional manner.

• Strong focus on ensuring order accuracy and proper shipment processing.

• Ability to manage multiple tasks and prioritize in a fast-paced environment.

• Ability to manage time efficiently to meet deadlines and provide timely support to customers.

• Comfortable using various software tools and systems for customer service and technical support.