Overview
GoKeyless has a vibrant employee-focused culture and we are currently looking for a Customer Support Specialist to join our team! We are a local service company that operates nationally in the access control industry. We make smart solutions simple!
GoKeyless has been in business for over 20 years and has experienced immense growth. We’re young enough to still be enjoying the electrifying start-up vibes and large enough to be able to provide benefits and an amazing work/life balance. Our ideal candidate will be customer-focused, self-motivated, and a phenomenal communicator.
Summary
A Customer Support Specialist’s primary focus is to provide the best possible experience for our customer base. The Customer Support Specialist is responsible for resolving customer queries, recommending solutions, guiding users through features and functionalities, and providing Tier-1 support for our product. To be successful in this role as an industry professional, you should be an excellent communicator who’s able to earn our customers’ trust and have the ability to assess situations quickly and accurately to provide swift resolution. Ultimately, you will help establish our reputation as a company that offers excellent support for both new and existing customers.
Duties and Responsibilities
- Provide customers and prospects with a positive, seamless, and successful experience with products and services via phone, live-chat, and email
- Determine the quickest, most effective ways to answer customer inquiries
- Provide accurate product information and documentation when requested
- Troubleshoot common issues with products and software. Escalate queries and concerns, when necessary
- Monitor and record product or inquiry trends to determine opportunities for improvement within the department
- Collaborate with internal departments and external vendors to find the best solutions for our customers
- Promote and sell (add-on) Service Packages and Care Programs
- Process RFQ’s, orders, returns, and credits for customers within standard operating procedures
- Record interactions with customers with detailed information
- Other duties and responsibilities as needed
Knowledge, Skills & Abilities
- Strong interpersonal and customer service skills
- Ability to handle a high volume of calls, chats and emails daily
- Excellent oral and written communication skills
- Ability to communicate technical information to non-technical audiences
- Multitasking, problem solving, with strong organizational skills
- Confident, assertiveness, adaptability and strives for conflict resolution
- Intellectual curiosity to improve industry, products, and technology knowledge
- Intermediate experience working with “common” business systems such as Microsoft Office, NetSuite, and Salesforce.com preferred
Qualifications
- 3+ years of high-volume Customer Service or Help Desk experience. Security or building materials industry a plus.
- High school diploma or equivalent required.
- Final candidates must pass a pre-employment background check