JOB SUMMARY:
This position is responsible for assisting customers/subscribers with questions about MLS products and services via telephone, e-mail, and live-chat. Will provide support functions for internal MLS products and services specific to geographical location.
DUTIES & ESSENTIAL JOB FUNCTIONS:
- Respond to customer requests for assistance related to MLS systems and services through discussion and troubleshooting
- Provide appropriate instruction, support and follow up to resolve requests
- Document and update all case related activity in CRM system
- Train subscribers on products, services and key box system use and policy specific to geographical location
- Troubleshoot subscriber’s system/programs issues, utilizing screensharing as needed
- Prepare summary reports accounting for all office activity
- Suggest areas where training could help reduce the need for support on systems and services that are provided by Markt
- Secure and control all inventory to protect the integrity of the system and the assets of company
- Assist with testing planned system changes
- Provide assistance with monitoring for Subscriber compliance with MLS rules and policies
- Suggest changes that would improve the MLS system
- Suggest changes that would improve other software utilized by Markt
- Actively utilize Knowledge Base (KB) to locate answers to subscriber questions
- Contribute KB articles for review and inclusion in the KB system
- Assist in testing of new product/software releases
QUALIFICATIONS
- Three-years experience in customer service, preferably in a call-center environment
- Excellent computer skills including competency in Microsoft Office Suite and any Salesforce experience a plus.
- Knowledge of Internet applications and high-speed Internet access options
- Ability to work independently on assigned tasks as well as to accept direction on given assignments
- Ability to quickly develop and maintain a high level of knowledge of internal products and remain expert on current product knowledge.
- Strong customer-service orientation and commitment to insuring timely, quality solutions to customer issues.
- Ability to understand technical concepts and communicate them clearly to individuals with varied backgrounds and skill levels.
- Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
- Demonstrates accuracy and thoroughness and monitors own work to ensure quality, presents numerical data effectively, and is able to read and interpret written information.
- Demonstrates excellent written and verbal communication skills. Listens effectively, transmits information accurately and understandably, and actively seeks feedback.
- Effectively presents and explains information to various group sizes and levels of knowledge.
- Prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
This position offers a competitive salary and benefits package. If you are a motivated individual with a passion for providing exceptional customer service, we would love to hear from you.
Job Type: Full-time
Pay: From $22.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
- Monday to Friday
- Rotating weekends
Work setting:
Application Question(s):
- Do you have any experience working with Salesforce?
Location:
Work Location: Remote