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Customer Service Technician

Company: Bankers Financial
Location: Saint Petersburg
Posted on: August 14, 2019

Job Description:

Summary/Objective The Customer Service Technician will be responsible for providing best in class technical services during inbound customer calls and chats with customers. They must document, diagnose, and resolve customer technical issues while utilizing the companys knowledgebase and supplemental resources. They are also expected to help champion exceptional relationships and create an offer education and product recommendations consistent with the customers needs. They will need to have knowledge of all products and services, be well versed in communicating with customers who do not maintain the same level of technical proficiency while maintaining quality, productivity and time-service standards. Essential Functions

  • Talk with customers, agents and clients by phone and/or web to answer service related questions regarding the customers account or product.
  • Offer troubleshooting support to identify, diagnose and resolve technical product issues. Remotely accessing the customers product may be required.
  • Address network diagnostics and identify connectivity issues that occur during installation or configuration of the customers product.
  • Process policies and related document to ensure accurate and efficient flow through the appropriate processing system.
  • Follow-up will be needed to ensure accuracy of information, timely response and outstanding customer issues.
  • Maintain a proficiency to educate customers on their products.
  • Offer recommendations to improve internal technical processes and systems.
  • Participate in relevant information sharing activities to educate fellow associates.
  • Consistently achieve departmental standards of productivity and accuracy.
  • Maintain the security and confidentiality of the facility, computer system, programs, customer and client information
  • Complete additional duties as assigned
  • Physical attendance is required at worksite Work Environment This job operates in a professional office environment and uses standard office equipment. There might be situations where the associate telecommutes. Travel 0% Position Type/Expected Hours of Work This is a full time position with a 40 hour work week. Overtime may be required. The following schedules are available:
    • 12:30 pm 9 pm Mon-Thurs,& Saturday. OFF Friday and Sunday
    • 12:30 pm 9 pm Mon & Wed- Saturday. OFF Tuesday and Sunday
    • 12:30 pm 9 pm Mon-Wed & Fri -Sat. OFF Thursday and Sunday
    • 12:30 pm 9 pm Mon-Tue &Thurs Sat. OFF Wednesday and Sunday
    • 12:30 pm 9 pm Mon & Wed- Saturday. OFF Tuesday and Sunday. Required Education and Experience
      • 1-2 Years of demonstrated successful technical support experience within a contact center environment.
      • 1 Year of hardware and software support experience (Installation, Password Resets, Remote Access, etc.)
      • Ability to type 55 wpm and use a 10 key as well as general knowledge of Database software, Internet software, Spreadsheet software and Word Processing software. Ability to effectively communicate with customers.
      • Knowledge of browser-based and home automation technologies
      • PC Hardware, iPad and peripheral experience
      • Understanding of operating systems such as Windows and Apple X/iOS.
      • High School Diploma Preferred Education and Experience
        • Associates or Bachelors Degree
        • Bilingual
        • Knowledge of browser-based and home automation technologies
        • Highly preferred certifications in A+, MSDT, MCSE, CCNP, CCNA (but not mandatory) Work Authorization/Security Clearance Must be authorized to work in the United States. The preceding position description has been designed to indicate the general nature of the work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as a comprehensive, complete or exclusive list of the duties of the position. Additional and different duties may be assigned from time to time.

Keywords: Bankers Financial, St. Petersburg , Customer Service Technician, Professions , Saint Petersburg, Florida

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