Member Support - Providing technical support and guidance (basic troubleshooting) for company members using company applications/products

• Contract to hire
• One day per week in office, could progress to up to 3 days per week onsite
• Irving, Texas

Must Have:

• Excellent verbal & written communication skills
• 3+ years phone and email support for applications/websites- light troubleshooting & guidance
• External client/customer facing experience
• Call center environment experience
• 1+ year help desk experience preferred but not required
• Strong problem solving skills
• Customer Service/Product service experience
• Critical/Analytical thinking
• Reading Comprehension

Responsibilities:

• Communicate and coordinate with customers, members, field teams, business partners, distributors and suppliers to resolve issues in a timely manner
• Assist members with password reset issues via phone
• Provide support to members via troubleshooting of issues on products
• Provide website support to members via phone and at times via email or chat
• Keep records of member interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken in CRM tool
• May initiate customer contact to proactively identify and address customer needs
• Monitors the resolution process to ensure other departments follow through on requests
• Provide product and service information for members by researching multiple databases for resolution
• Follow up on member inquiries not immediately resolved
• Escalate unresolved issues to Level II support