Job Description

Job Description

Job Description

We have an immediate opportunity for a Customer Service Agent to join our team. Excellent career opportunities, including the ability to advance within our company.

As an Customer Service Agent, you are required to be the first point of contact for phone calls into our computer repair company. You will also be the liaison between the Service Desk/Field Engineering Teams and the Client. This role requires the candidate to be accountable for working quickly and efficiently to provide industry-leading response time. This is a telecommute position, you will work from home 99% of the time. We are looking for a person with some computer knowledge that has a personable phone presence, ability to stay organized, make good judgments, and follow up as promised/required.

Duties and Essential Job Functions:

• Responsible for answering phone calls and emails as quickly as possible.

• Ability to work with various team members, including more senior level resources to negotiate and coordinate schedules with the technical resources and clients.

• This position will demand respect from the team and clients, and will require an aggressive and confident personality.

• Skills in organization and communications are not a cliché here, they are an absolutely must to be successful.

• Create tickets for reported incidents and service requests, and work to schedule and escalate the ticket in an efficient manner.

• Need the ability to contact 3rd party vendors to coordinate onsite visits and/or phone calls to assist in resolving vendor-responsible issues.

• Daily and constant phone work to ensure that engineers are in route and on time for scheduled appointments, and proactive calls to clients to provide them updates and ETAs on their arrival.

• Follow up calls to clients post-visit to ensure satisfaction.

• Keep client documentation and Work Order Ticket system updated should new information be captured while assisting with the scheduling of the incident/request.

• Occasional ability to work beyond normal hours during critical impact events.

• Ability to develop and document the Phone Specialist role/processes and mature the position

• Self-managing is another absolute must attribute. You will not be micro-managed, so you need to be self-motivated and understand the business and instinctively know what needs to be done to keep busy, productive, and keep customers happy. There would be training, obviously, but as the role matures, this will be required.

Karls Technology is a mobile computer repair service founded in 1999. We are headquartered in Arizona and we provide on-site computer services to the Phoenix, Tucson, Las Vegas, San Diego, Salt Lake City, Denver, Dallas-Fort Worth, Tampa, Orlando, Houston, Miami, Minneapolis-Saint Paul, Atlanta, Charlotte, Kansas City, San Antonio and Austin Metro Areas.

Company Description

Karls Technology is a mobile computer repair service founded in 1999. We are headquartered in Arizona and we provide on-site computer services to the Phoenix, Tucson, Las Vegas, San Diego, Salt Lake City, Denver, Dallas-Fort Worth, Tampa, Orlando, Houston, Miami, Minneapolis-Saint Paul, Atlanta, Charlotte, Kansas City, San Antonio and Austin Metro Areas.

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