Customer Service Associate

improveit! 360

BA Preferred

• working knowledge of fundamental operations of relevant software, hardware and other equipment
• knowledge of relevant call tracking applications
• knowledge and experience of customer service practices
• related experience and training

General Purpose & Overview

A rapidly growing Columbus-based software company is seeking a candidate for the position of Service Associate. This person will provide customer support, service and training on company supported computer applications and platforms. They will troubleshoot problems and advise on the appropriate action to our customers. In addition, the Service Associate will be a key player in our team and provide ideas and feedback on projects, marketing and customer issues.

Main Job Tasks and Responsibilities

• respond to customer requests for technical assistance via phone or by email
• diagnose and resolve technical hardware and software issues
• research questions using available information resources
• advise customer on appropriate action to resolve issues
• follow standard help desk procedures * log all help desk interactions
• redirect problems to appropriate resource * identify and escalate situations requiring urgent attention
• track and route problems and requests and document resolutions
• respond quickly to customer inquiries
• stay current with system information, changes and updates Key Competencies
• oral and written communication skills
• learning skills
• customer service orientation 
• problem analysis 
• problem-solving  
• adaptability 
• planning and organizing 
• attention to detail 
• stress tolerance Job Basics 
• Work Week: Monday – Friday, Fulltime 

Location: Downtown Columbus