Description:
Technical Support Representative - Hybrid
- Are you passionate about creating exceptional customer experiences to ensure that our customers continue to choose our products and services?
- Do you enjoy troubleshooting complex technical issues with a focus on achieving one-call resolution?
- Can you effectively upsell products and services and guide customers to make the right purchasing decisions?
If so, this could be the role for you!
As a member of the Canon team, you will assist our customers with a range of consumer products, such as fax machines, scanners, printers, and photo equipment. You will use your problem-solving skills to identify each consumer’s inquiry and guide them to an appropriate solution, ensuring that every case is resolved satisfactorily.
Key Responsibilities
- Deliver exceptional customer service via telephone, email, and chat to Canon clients with respect and a helpful and professional tone of voice.
- Assist customers with clear direction and communicate with appropriate troubleshooting steps; focusing on customer satisfaction and solutions.
- Finding opportunities on every customer interaction (Phone, Email, Chat) to add value for the customer and Canon by offering updates to their products, or providing detailed information on a pre-sale inquiry.
- Frequently use of our CRM database to navigate and look up customer information, alongside documenting detailed customer information regarding customer interactions.
- The focus is to meet monthly KPIs, Operational Metrics, and employee reliability to ensure the end result is to create a great customer experience.
- Working in a fast-paced environment, collaborating with colleagues and the leadership team while maintaining professionalism and excellent work ethic
To Succeed, You Will Need
- High school diploma
- Minimum 1 year experience in a contact center or customer service environment
- Proven customer relations skills professionally and courteously in a multi-channel environment
- Familiarity with computers to learn systems/processes promptly
- Ability to organize time, set priorities and multi-task in order to meet KPIs
- Exemplary written and oral communication skills