Technical Support Customer Service Representative

POSITION SUMMARY:

The entry level Technical Support Customer Service Representative is responsible for solving customer problems with Previews on Windows, Reorders Online and the Website on a daily basis. The Representative is also responsible for processing customer passwords and serving as a contact between Customer Service and the MIS department. The Customer Service Technical Representative will be responsible for maintaining weekly email lists. The Representative is also responsible for a variety of tasks on a daily, weekly and monthly basis.

ESSENTIAL FUNCTIONS:

Daily:
1. Problem solving with customers concerning Previews on Windows, Reorders Online, and the Website.
2. Explain to new customers about website and computer services.
3. Contact customers concerning problems with Diamond software or webware.
4. Respond to Webmaster emails as needed.
5. Assist with internal and external technical issues
6. Field questions about services provided on the Consumer and Retailer website.
7. Provide assistance to Customer Service with questions on initial orders placed via POW or Web upload.
8. Provide assistance to customer service with questions on reorders placed via Reorders Online or Reorders Upload.
9. Process passwords daily and send customers FAQ information by email upon their application.
10. Process Passwords in to the Password User Manager.
11. Compile Deleted Web Reorders daily and call customers as necessary
12. Process Users in Reorders Online User Manager on a daily basis.
13. Monitor orders daily placed through Reorders Online.
14. Answer customer service overflow queue calls when necessary.
15. Serve as daily contact point for MIS Department.

Weekly:
1. Prepare a weekly summary of all relevant issues, suggestions and complaints.
2. Maintain weekly mass email lists and process ?no email? requests as well as maintain and control bad email.

Monthly:
1. Contact customers regarding status on orders on the Website.
2. Test programs before and after duplication to check for errors.
3. Convert status one orders the day after the deadline and contact those customers to investigate problems with their uploads.
4. Call customers monthly with web posting errors.
5. Attend Web meetings and provide feedback on future services.

Occasionally:
1. Provide training to Customer Services Representatives on the Website, Previews on Windows, and other Online services.
2. Review information pertaining to the Online services and make recommendations on how to clarify a topic or section.
3. Contact customers to verify receipt of Online passwords.
4. Sort through bad email addresses and contact customers for new addresses.
5. Coordinate beta testing of new online or electronic services and collect and forward feedback.
6. Write Tech Tips for Dateline articles.
7. Train Customer Service Representatives on other programs (Word, Excel, Power Point) as needed.
8. Send Special Target mass emails as directed by management.
9. Enter data as needed
10. All other duties as assigned.

EDUCATION, EXPERIENCE AND SKILLS REQUIRED:

1. Minimum high school degree or equivalent. College preferred.
2. One plus years customer service/technical support experience.
3. Computer skills a must.
4. Strong attention to detail a must.
5. Experience with Microsoft Office a must (Excel, Word, Outlook, and Access).
6. Sales experience a plus.
7. Knowledge of DCD services, policies and systems a plus.
8. Industry knowledge a plus.
9. Excellent verbal and written communication skills a must.
10. Technical writing or manual writing experience a plus