Technical Support Agent

Job description

Description Position Overview: Under the direction of the Technical Support Supervisor, the Technical Support Agent handles a high volume of customer contacts through phone, email, and chat. Agents perform technical troubleshooting and a variety of customer technical support duties in accordance with company policies and procedures. This is a non-supervisory position. Responsibilities: Provide Outstanding Service to Dealers, Consumers, and Service Providers: - Maintain good attendance and adherence to schedule. - Answer and respond to a high volume of phone calls, emails, and chat contacts from customers in need of technical support. - Support multiple queues. - Follow posted protocols and diagnostics to help troubleshoot and resolve problems in a cost-effective way. - Create parts orders; dispatch service technicians; collect billing information. - Document and maintain comprehensive customer case records. - Efficiently utilize tools and resources - Achieve and maintain posted KPIs including but not limited to contacts, order accuracy, availability, and quality. - Promote a positive and collaborative team atmosphere with co-workers. - Build and maintain working knowledge of produc...