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Customer Solutions Specialist at Gerber Technology, LLC in Tolland, Connecticut

Posted in Other 30+ days ago.

Type: Full Time





Job Description:

Customer Solutions Specialist

Location

US

Job ID

2020-4964

# Positions

2

Category

Customer Service/Support - Call Center

Business Unit

Gerber Service

Overview

Gerber Technology has an exciting opportunity for a Customer Solutions Center (CSC) Specialist. As a CSC Specialist for the AMER region, you will provide first tier support to both hardware and software customers. The primary objective of this role is to respond to calls, emails and chats from customers, focusing on excellent service and first-call resolution when possible. In this important role, you will assist Gerber customers with troubleshooting issues. Your track record of developing and maintaining good working relationships with internal and external customers will position you for success in this role. This position requires a passion for problem-solving while working in a fast-paced environment.


Responsibilities


What You Can Accomplish
We at Gerber believe in a strong team-oriented environment and value the amazing contributions of each of our team members. The opportunities for growth and impact are many, but here are some things we're excited for you to work on:

Diagnose, resolve, assign, and escalate customer issues to ensure timely resolution and a positive customer experience
- Consult the internal Gerber knowledge base, training materials and your own understanding of Gerber products to facilitate resolution of cases inside the CSC
- Serve as the customer champion and ensure needs are resolved in keeping with team Key Performance Indicators (KPIs) and customer Service Level Agreements (SLAs).

Qualifications

-
- 1+ years of experience in a customer-facing role
- Experience with ticket triage and root cause analysis
- Familiarity with Salesforce or similar CRM system
- Excellent listening, organizational, analytical, and problem solving skills
- Strong team player with an ability to work effectively across departments and functions
- Capacity to learn quickly and adapt to changing priorities
- Positive demeanor in dealing with internal and external customers in fast-paced and sometimes stress-filled interactions
- Possess excellent communication skills, both written and verbal
- Excellent attention to detail

Preferred Skills

- Experience with multi-channel customer support
- Strong technical analysis, troubleshooting, and problem resolution skills, including research of software application errors, issue re-creation, and data analysis

Gerber Technology, Inc. and its subsidiaries are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, national or ethnic origin, color, religion, gender, age, veterans status, disability, or sexual orientation.

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