Customer Service Tech

Company: ICONMA
Location: Princeton
Posted on: September 19, 2023

Job Description:

- Customer Service Techs will have a thorough understanding of all departmental operations and provide support to customers and field personnel as the primary contact for trouble shooting and resolving product problems; provides critical account support where required; handles high volume of critical, high-risk accounts in addition to other routine requests.
- Applies knowledge and creativity to recognize cause and effect conclusions.
- Integrates corporate wide and marketing specific strategies and objectives in day-to-day operations.
- Handles customer phone calls related to products; analyzes problems and directs customers in troubleshooting activities; tests success of troubleshooting and diagnoses the probable cause; systematically eliminates alternatives; provides troubleshooting solutions and training as appropriate.
- Documents produce complaints and inquiries within established guidelines.
- Provides data to the organization on customer uses/preferences leading to customer driven design/customer usability.
- Performs work in accordance with defined methods and procedures.
- Receive inbound customer calls and email communications and address in a professional and friendly manner.
- Review, prioritize and manage group mailboxes for technical services team to ensure all inquiries and complaints are actioned as per procedures.
- Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to support resolution.
- Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records.
- Understand and follow Quality System by accurate and timely documentation of complaint resolution.

Keywords: ICONMA, Trenton , Customer Service Tech, Hospitality & Tourism , Princeton, New Jersey