Purpose:
Flowbird is looking for a motivated, customer service focused individual to provide technical assistance and troubleshooting support to customers via email, chat and phone.
You will act as main point of contact, utilizing the call center and ticket tracking systems. Consistently providing accurate and creative solutions to Flowbird's customer problems to ensure productivity and satisfaction.
Who are you?
Successful candidates are cheerful, professional, reliable, problem solvers and enjoy troubleshooting issues. Candidates must have basic hardware knowledge of mechanical items, computer knowledge (the basic functions) and have an interest in technology.
Responsibilities:
- Answer/respond to inbound multi-channel support requests from customers and distributors for hardware, software and back-office systems in a timely manner;
- Assist external customers with report building, scheduling and coordinating part orders including identifying correct part numbers;
- Provide first tier of support to our external customers (city staff and fee collection terminal owners);
- Manage back-office configuration of equipment and users; send equipment configuration and UI changes;
- Activate and deactivate equipment, SIM cards and EMV readers;
- Investigate, verify and isolate reported issues and causes; and
- Providing accurate and creative solutions to customer problems to ensure customer productivity and satisfaction.
Skills/Competencies:
- Basic computer knowledge (components and connections);
- Troubleshooting ability and interest (ability to ask probing questions to discover the cause of an issue);
- Customer Satisfaction Focused;
- Professional demeanor and communication at all times;
- Ability to multi-task and navigate applications quickly (basic office skills);
- Learn quickly when facing new problems and actively seek needed information from all available resources;
- Ability to succeed in a fast-paced environment;
- Ability to take ownership of issues through completion as needed; and
- Work well with others to solve customer issues.
Experience:
- 2+ years’ experience in high-traffic Customer Service/Contact Center industry with multi-channel support;
- 1+ years technical experience working with current technology;
- Experience troubleshooting hardware;
- Ability to use web-based applications and MS Office products proficiently;
- Experience and knowledge of programming, 12-volt DC electrical systems, solar charging systems and wireless modems desired;
- Experience with electronic vending systems and credit card processing desired
Education:
- High School diploma
- Associates degree or equivalent
Flowbird full time employees are eligible to enroll in our generous benefit package after 30 days of employment.
Flowbird is committed to the principle of equal employment opportunity for all employees and to providing a work environment free of discrimination and harassment. All employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.
This is a full time, office based role located in Moorestown, NJ.