Summary/objective

The primary responsibility of the Customer Support Specialist position for Repair OnDemand is to provide support to our customers and master technicians. This position will support the overall company goal of providing solutions and exceptional service to our customers in a proficient manner ensuring that they have a positive experience with our products and services. All other responsibilities required are to maintain quality control, accuracy and efficiency of delivery of services and customer satisfaction.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Provide technical support to customers via phone, email, and chat addressing system issues.
• Gain a clear understanding of customer requests, answer questions, and troubleshoot accordingly
• Resolve issues/complaints or problems and escalate as appropriate
• Support customers’ use of the application by providing basic training and assistance as needed
• Provide resolution on issues regarding billing, shipping, etc.
• Create and accurately document digital records of customer interactions, issues, and solutions using our service desk technology
• Report product-related issues appropriately to the product team
• Contribute to team by accomplishing related results as needed

• Other Duties: Please note this job description is not designed to cover all possible activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Minimum Qualifications:

• High School Diploma
• 0-1 years experience in customer service
• Exceptional documentation skills

Preferred Qualifications:

• Bachelor’s Degree in a related field/ College degree a plus
• Proven experience in IT support, helpdesk, or technical support roles
• Basic account billing and customer service background preferred
• Strong problem solving abilities
• Exceptional verbal and written communication skills
• Ability to multi-task efficiently in a fast paced environment
• Detail-oriented
• Customer-focused with a positive attitude and patience to work with various levels of technical knowledge

Supervisory responsibilities

This position has no supervisory responsibilities.

Work environment

This job operates in a professional office environment or remote.

Physical demands

Physical requirements include; visual acuity, speech, and hearing; hand and eye coordination and manual operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment.

Travel required

No travel is expected for this position.

Work authorization/security clearance requirements

N/A

The Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other status protected under applicable federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. The company will also consider qualified applicants with criminal history in a manner compliant with federal, state and local laws.