This position serves existing customers and prospective customers by providing quality customer service support for Synergy IT Solutions’ clients. This position also provides communication support for field technicians and functions as a liaison between field technicians and internal departments.
Receives inbound calls from customers with regards to hardware and software problems as well as general receptionist duties.
Documents all calls with regards to customer problems accurately using our call tracking system.
Communicates clearly and effectively with customers and technicians.
Handles the routing and dispatching of calls to field technicians according to the urgency of the customers’ requests to ensure that timeframe compliance is met.
Communicates daily with field technicians via e-mail, telephone and other online systems.
Updates the status of jobs assigned to field personnel through timely communication and data entry into computerized system.
Be able to resource field technicians throughout the US and Canada, using the tools Synergy provides.
Responsible to open, update, and close all work orders in our call tracking system from various mailboxes.
Responsible for updating and closing calls in our customers’ call tracking systems.
Knowledge of Synergy’s business and contract types.
Provides quality customer service on every call.
Skills and Competencies:
Attention to detail.
Requires general to broad knowledge of company services.
Demonstrated ability to maintain composure, tact and courtesy in an environment of continuous customer contact that is routinely high volume and demanding.
Demonstrated phone skills and etiquette.
Excellent keyboarding skills.
Moderate computer, PC, and internet skills.
Knowledge of Microsoft Office products.
Must possess strong written and oral communication skills.
Ability to follow instructions, solve problems and make decisions with minimal supervision.
Must be able to review information such as policies and company guidelines and make sound decisions.
Must be able to work in a team-orientated environment.
Ability to interpret city/county/state maps.
Must be able to multi-task simultaneously using telephone and computer skills.