Job Title:  Customer Support Specialist

The Customer Support Specialist position supports customers and internal teams by managing RMAs, repairs, upgrades, service contracts, and key account escalations primarily via phone and help desk systems to ensure satisfaction and profitability. 

Primary Responsibilities:

• Customer support activities supporting customers with RMA’s, status updates, quoting of repairs, upgrade, and Service Contracts primarily thru phone support and secondary via Help Desk system.
• Manage and escalate key account and hotsite customer accounts as it pertains to multi –camera and high priority accounts and help highlight and participate in prioritization and billing activities to help manage customer satisfaction and expectations.
• Supporting web-based Service and Support Communications such as registration and survey management and communications that includes Vertical Response notification and eCommerce tools
• Track and process Open RMA’s from Receipt through final shipment
• Work collectively in a team to help drive and meet organizational objectives.
• Work collectively with team members to initiate service procedure revisions and improvements through projects and assignments.

Position Requirements:

• BS/BA or equivalent.
• Must have excellent communication skills and be able to represent the brand in a professional and support manner with customers.
• 3+ years’ experience in a role that is externally focused with end-users and key customers supporting highly technical clients in a multi-tiered channel.
• Proficient with Helpdesk, ERP and billing systems
• Must be able to effectively present and communicate information to customers in a professional and informative manner while managing expectations.
• Must be customer focused and supportive of business growth.
• Must possess strong organizational skills. Able to multi-task and handle the responsibilities in an environment with changing priorities with the ability to take on projects and manage and execute them to help develop the Service and support organization in a successful and positive manner.
• Consistently leverage company management, logistics, and quoting tools such as ERP, shared databases to process RMAs, Knowledge base, helpdesk tickets and quotes.