Customer Support Technician I

Description

POSITION SUMMARY

The Customer Support Technician I provides essential entry-level support for customer interactions via phone, email, chat, and in-person. Their responsibilities include resolving basic customer inquiries and troubleshooting.

REPORTS TO

• Customer Support Manager

SUPERVISES

• May lead, train, or participate in work team assignments

ESSENTIAL FUNCTIONS

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

• Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.
• Sign for incoming packages and collect equipment from customers as needed.
• Operate telephone switchboard to answer incoming calls, emails, and chat queries; provide information, redirect inquiries, or escalate issues.
• Document interactions and maintain detailed records of customer inquiries.
• Perform data entry, scheduling updates, and account follow-ups.
• Accept and process customer payments. 
• Identify when to escalate complex technical and billing issues.
• Proactively follow-up with customers to ensure issue resolution.
• Evaluate and prioritize customer requests via ticketing system.
• Performs troubleshooting for customer equipment, including:
• Basic independent troubleshooting for customer equipment (routers, smartphones, tablets, printers, and streaming devices) and navigating company platforms.

OTHER DUTIES

Please note that this job description is not a comprehensive list of all activities, duties or responsibilities the employee may be required to engage in for this job. These duties, activities, and responsibilities may change at any time with or without notice.

EEO STATEMENT

Joink is an Equal Employment Opportunity Employer and will not discriminate against or harass any applicant or employee on any grounds prohibited under any federal, state or local law, including race, creed, color, religion, sex, national origin, age, disability status, sexual orientation, gender identity, marital status, pregnancy, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class. 

Requirements

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to maintain a professional demeanor
• Ability to evaluate situations and adjust to changing priorities 
• Strong verbal and written communication skills
• Basic technical aptitude for troubleshooting
• Excellent customer service skills and professionalism
• Ability to handle multiple tasks simultaneously

QUALIFICATIONS

• Candidate must be willing to reside near or commute to a Joink office (Currently within Illinois: Taylorville, Hillsboro; Indiana: Terre Haute)
• High School Diploma or equivalent
• 1 year of customer service or basic technical support experience

WORKING ENVIRONMENT

• Must be able to work overtime with and without notice.
• Office environment

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to spend long hours using a computer/keyboard and/or phone. May involve prolonged periods of sitting, standing, or walking.