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Technical Support Specialist

Company: RPC Company
Location: Garland
Posted on: February 17, 2021

Job Description:

The Technical Customer Service Representative is responsible for providing our customers with solutions on all product lines to service the needs for their business. Ensuring top level commitment, knowledge and successful execution in managing customers' accounts. The incumbent will engage and escalate to both internal and external resources to resolve and reconcile customer issues in a timely, customer-focused manner.Ideal candidates will be intellectually stimulating, have strong attention to detail, good character. This is a technical support role for someone able to troubleshoot customer inquiries. Key Responsibilities:--- Addressing customer inquiries by engaging and following up with other teams as appropriate as still retaining ownership of each case--- Provides a comprehensive and thorough response to customer inquiries, achieving high level of first call resolution--- Analyze and identify root cause problems in order to develop an action plan to resolve them. Actionable plan may include training customers on process and procedures; identify and evaluate process improvements; engaging with different departments in order to resolve problem (problem solving).--- Manage call volume and its aging, constant meeting the established customer contract regarding detailed products/services ad policies/procedures--- Assist with special projects as directed by Supervisor, Customer Care Management--- Perform other duties as assignedMinimum Qualifications:--- Minimum of 2 year banking, vault or other cash processing experience preferred--- Minimum of 2 years' experience within an inbound/outbound Customer Support CenterPreferred Qualifications:--- Strong experience servicing business to business customers--- Experience handling difficult customer situations--- Experience working in a team environment--- Experience with Microsoft Office applications--- High School graduate/GEDLocation: Remote, but must live in Dallas

Keywords: RPC Company, Garland , Technical Support Specialist, IT / Software / Systems , Garland, Texas

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