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Become A Senior Customer Support Representative

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Working As A Senior Customer Support Representative

  • Getting Information
  • Interacting With Computers
  • Communicating with Persons Outside Organization
  • Communicating with Supervisors, Peers, or Subordinates
  • Establishing and Maintaining Interpersonal Relationships
  • Deal with People

  • Mostly Sitting

  • Repetitive

  • $32,802

    Average Salary

What Does A Senior Customer Support Representative Do At Ricoh Americas Corporation

* Runs high volume copy machines and performs binding and finishing work.
* Ensures convenience copiers are working properly, checking for quality via daily inspections.
* Clears paper jams and informs technicians of specific problems.
* Performs all repair service on customer copier equipment.
* Maintains records for management reports and inventories of supplies needed.
* Distributes office supplies, fax transmissions and mail to company personnel and/or designated drop-off points as required.
* Calculates charges for jobs performed and maintains some billing logs.
* Responds to and coordinates all service calls required by customer.
* May perform filing duties in conjunction with specific customer requests.
* Delivers completed jobs to pre-determined customer locations within and outside of the site.
* Maintains daily meter and service logs.
* May travel between customer's buildings.
* Answers customer questions regarding status or feasibility of job requests.
* Ensures upkeep of convenience copier areas by keeping neat and well stocked.
* Performs duties related to the shipping of materials.
* Performs duties related to the receiving of materials.
* May perform meeting room and conference room set ups.
* May perform building occupant moves within assigned facilities.
* May perform re-lamping and light maintenance duties as assigned.
* May perform occasional cleaning duties as needed.
* May require periodic overtime on nights and weekends, including off-hour emergency response.
* Uses shrink-wrap machine, paper cutter, hole driller, bindery equipment, jogger, tape machine, stackers, electric stapler and scales in completion of various jobs contracted.
* Uses all copier equipment, calculator, fax machine, postage meter and some PC.
* Performs filing duties, which may include 'purging' and archiving old documents.
* Performs other duties as assigned

What Does A Senior Customer Support Representative Do At Tech Data-Us

* Identify potential technical candidates in marketplace to determine eligibility for primary OEM certification program, in which the candidates much complete certifications in order to participate.
* Will communicate via phone, email, electronic platforms to introduce program to potential candidates, discuss/explain the program
* Arrange and coordinate certification process for potential candidates
* Manage status of candidates and certifications
* Additional Responsibilities:
* Provide initial remote technical support to end user customers (email and phone) for computer hardware systems (workstations, printers, servers, etc.)
* Processes alerts, and requests, for parts and/or hardware based upon contractual SLA.
* Should possess the ability to review error logs and determine initial actions to resolve basic hardware issues.
* Communicate with co-workers, global customers and field engineers via email, phone and various ticketing systems.
* Provide error and symptom information to the (internal) Centers of Expertise team to hand off more complex troubleshooting of IT systems
* Open and close service requests – in which they will order hardware parts, and schedule technicians for service calls for global customers.
* The candidate will communicate with both vendors, third party resources, as well as with customers (channel and direct) with expectations, ETAs, updates, and closure details.
* Provide initial remote technical support to end user customers (email and phone) for computer hardware systems (workstations, printers, servers, etc.)
* Processes alerts, and requests, for parts and/or hardware based upon contractual SLA.
* Should possess the ability to review error logs and determine initial actions to resolve basic hardware issues.
* Communicate with co-workers, global customers and field engineers via email, phone and various ticketing systems.
* Provide error and symptom information to the (internal) Centers of Expertise team to hand off more complex troubleshooting of IT systems
* Open and close service requests – in which they will order hardware parts, and schedule technicians for service calls for global customers.
* The candidate will communicate with both vendors, third party resources, as well as with customers (channel and direct) with expectations, ETAs, updates, and closure details

What Does A Senior Customer Support Representative Do At Highmark Health

* Responds to members, providers, group administrators and producers in an accurate and timely manner.
* Manage multiple production oriented tasks and responsibilities
* Ensures acceptable service levels, metrics and/or performance guarantees are achieved.
* Other duties as assigned or requested

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How To Become A Senior Customer Support Representative

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Senior Customer Support Representative jobs

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Top Skills for A Senior Customer Support Representative

CustomerSupportRepresentativesCustomerServiceRepresentativesEnsureCustomerSatisfactionCompanyDatabaseTechnicalSupportOrderEntryCustomerServiceIssuesTechnicalIssuesWindowsNTPCHardware/SoftwareCustomerComplaintsHighVolumeLevelSupportServiceLevelAgreementsCustomerAccountsOEMExternalCustomersHoneywellFedexCustomerInquiries

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Top Senior Customer Support Representative Skills

  1. Customer Support Representatives
  2. Customer Service Representatives
  3. Ensure Customer Satisfaction
You can check out examples of real life uses of top skills on resumes here:
  • Mentored newly trained customer support representatives to ensure they follow proper procedures and guidelines.
  • Delegated tasks to Customer Service Representatives to make certain the client requests are met.
  • Documented and tracked status of customer telephone inquiries, coordinated appropriate responses, and followed up to ensure customer satisfaction.
  • Reproduced and qualify technical support issues from customers and work with appropriate personnel in Engineering for problem identification and resolution.
  • Completed order entry quality reviews in adherence to Standard Operating Procedures.

Top Senior Customer Support Representative Employers