Greenville| Customer Service/ENTRY LEVEL Tech Support

Greenville| Customer Service/ENTRY LEVEL Tech SupportGreenville, SC, USA Majorel, USA, Inc., 400 Executive Center Drive, Greenville, South Carolina, United States of America Req #1597

Monday, August 2, 2021

Majorel supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today’s rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it’s the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too.

Position Summary:The customer service/technical support representative handles customer questions and resolves customer’s technical issues. The position is dealing with customer requests and complaints by following program specific guidelines. The communication with the customer takes place over the phone. The diagnosis and provision of a path to resolve inquiries and technical issues related to all aspects of our client’s product line are the main responsibilities of this position.
Overall Responsibilities:

• Handling the customer technical inquiries and driving the call to resolution by troubleshooting the problems. This includes hardware, software, networking and interactions with the host computer OS and applications
• Listen and respond to customers’ needs, concerns, requests and complaints
• Provide information about products and services
• Record details of customer contacts and actions taken by accurately log all interactions via program specific contact management systems
• Research answers or solutions as needed
• Creating and maintaining a positive and professional relationship to the customer
• Refer customers to supervisors, managers, or others in case of escalation

Job Requirements:

• High School Diploma or equivalent required.
• Extended computer user skills including strong keyboarding skills
• Basic IT knowledge (questions around iOS handling, Internet handling, commonly used IT products, etc.)
• Familiarity with iOS and/or macOS, or comparable technology, is preferred
• Experience in customer facing environments (phone, chat, in person, etc.) interaction in some capacity (can include volunteer work, or project work while in school)
• Demonstrates passion for customer service, ownership of the customer experience and determination to deliver a comprehensive resolution
• Obsesses over the customer experience and constantly strives to exceed their expectations
• Able to communicate clearly and effectively, both written and verbal (in required language)
• Able to effectively tailor communication and style to differing audiences and read verbal and non-verbal cues
• Approaches problems flexibly and is able to adapt and modify approach without com- promising outcome
• Thrives in a team environment: able to seek and provide expertise, challenge productively and help others succeed
• Energy and excitement to master current role, eager for challenges to grow within it and drive to develop skills in the organization
• Stays curious and inquisitive in the pursuit of professional excellence
• Effective time management strategy including ability to multi-task, prioritize, organize and balance workload
• Professional and/or personal technical troubleshooting experience
• iOS, Smartphone, Tablet, PC or Mac experience
• Deep curiosity for understanding technology, passion for learning more and sharing knowledge with others
• Uses analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology
• Confident navigating through multiple systems and tools to research, comprehend and deliver solutions to customer in real time
• Able to self manage and work independently in a fast-paced and highly-demanding envi- ronment
• Embraces repetition of core job duties, yet eager to take on more responsibility when needed
• Strong sense of professionalism exhibited by remaining positive, calm and composed under pressure
• Self-awareness to identify, address and manage navigating through challenges associat- ed with the role
• Remains focused and poised despite criticism and setbacks
• Eager to receive feedback, embraces coaching and demonstrates changes as a result
• Strong sense of professionalism exhibited by remaining positive, calm and composed under pressure
  

Physical Demands & Work Environment:
While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment such as multi-line telephone systems, fax machine, copy machine, calculator. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds. 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. All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.
Standard General Security Roles and Responsibilities

• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.

Majorel is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.

Additionally, we respect the sincerely held religious beliefs and practices of all employees and will endeavor to make a reasonable accommodation if those sincerely held religious beliefs or practices conflict with an employee’s job unless the accommodation would impose an undue hardship on the operation of our business. Any employee who would like to request an accommodation should contact the Human Resources Department.

Other details

• Job Family

  Operations

• Pay Type

  Hourly

• Required Education

  High School