Technical Support Specialist (CSR Tier 2)

Core Competencies:

Dependability. Follows instructions, responds to management direction; results-oriented and committed to achieving objectives and tasks as required.

Teamwork and Collaboration. Exhibits objectivity and openness to others views; Gives and welcomes feedback; Contributes to building a positive culture. Communicates effectively.

Professionalism. Tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration; Accountable for all actions and decisions.

Organizational Support. Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values.

Quality Management. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Decision Making. Analyzes each situation, looking for opportunities to make any situation more beneficial for the company. Participates effectively in communication to achieve optimum results.

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.

Additional Details: