Technical Support Specialist (CSR Tier 2) (JH - 03262025 - FTTSS)

RippedBoxStation


Date: 6 days ago
City: Remote
Contract type: Full time
Remote
Position: Technical Support Specialist (CSR Tier 2)

Number of hours: 40 hours/week

Schedule: 8:00 AM to 5:00 PM PST

Tasks required:

  • Take customer orders via phone, email, or chat, ensuring accuracy and timeliness.
  • Process and track shipments, ensuring orders are correctly fulfilled and delivered on time.
  • Provide second-tier technical support, assisting customers with troubleshooting and resolving technical issues related to products or services.
  • Utilize and navigate the Davinci System to process orders, manage customer data, and troubleshoot technical issues efficiently.
  • Communicate effectively with customers to address inquiries, concerns, and feedback.
  • Identify and resolve issues that require further escalation and work with higher-tier technical support teams to resolve complex issues.
  • Accurately document customer interactions, issues, and resolutions in the system.
  • Work closely with other teams, such as sales, logistics, and upper-tier technical support, to ensure smooth operations.
  • Stay up-to-date with system updates, product knowledge, and industry trends to provide the best support possible.


Requirements:

  • Previous CSR or Technical Support experience in a related field.
  • Must have prior experience using or knowledge of the Davinci System for order processing, shipment tracking, and technical troubleshooting.
  • Experience with CRM or similar systems for managing customer interactions.
  • Strong ability to analyze technical issues, identify root causes, and provide solutions.
  • Excellent communication and interpersonal skills to handle customer inquiries, orders, and complaints effectively.
  • Ability to troubleshoot technical issues and assist customers with solutions in a timely and professional manner.
  • Strong focus on ensuring order accuracy and proper shipment processing.
  • Ability to manage multiple tasks and prioritize in a fast-paced environment.
  • Ability to manage time efficiently to meet deadlines and provide timely support to customers.
  • Comfortable using various software tools and systems for customer service and technical support.

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