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Technical Support Agent

Johnson Health Tech North America
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Position Overview
Under the direction of the Technical Support Supervisor, the Technical Support Agent performs a variety of customer tech support duties in accordance with company policies and procedures. Responsibilities include fulfilling customer needs to ensure customer satisfaction. This is a non-supervisory position.
Responsibilities
Provide Outstanding Service to Dealers, Consumers & Service Providers:
  • Arrive at work and log into ADP 5 minutes prior to start of shift
  • Log into the Q no later than start of your shift
  • Achieve and maintain 99% or higher order accuracy
  • Achieve and maintain an 90% average on record reviews
  • Achieve and maintain department standard of calls per man hour (CPH)
  • Achieve and maintain department standard on % availability in Q
  • Troubleshoot problems with consumer and resolve in most cost effective way possible using diagnostic procedures within department work practices
  • Maintain a positive approach to dealers and consumers
  • Break time and extra work time must not exceed acceptable levels for your length of experience
  • Work to insure complete and accurate information on CRM record
  • Promote a positive team atmosphere with co-workers
Maintain & Manage Customer Database:
  • Log all calls in consumer database
  • Provide complete and accurate information about the calls and steps taken to make the correct diagnosis per department work practices
  • Follow CRM SOP
  • Use phone system and Qs as designed
General Responsibilities:
  • Be aware of the work environment; keep your workstation clean and tidy by 5S standards
  • Be aware of the company goals and work to achieve department KPIs
  • Be on time for scheduled day
  • Projects as assigned


Qualifications
Education:
  • Minimum high school diploma or equivalent required
Experience:
  • Previous experience working in a call center, customer service or in the fitness industry required
Other Requirements:
  • Working knowledge and experience with Microsoft Office suite
  • Excellent written and verbal communication skills
  • Ability to analyze and solve problems
Benefits:
We offer an excellent compensation package and team-oriented work environment with growth opportunities.
Some of our outstanding benefits include:
  • Health & Dental Insurance
  • Company paid Life Insurance
  • 401(k)
  • Paid Time Off benefits
  • Free access to our state-of-the-art onsite workout facility
  • Product discounts
  • Wellness programs
EOE/M/W/Vet/Disability




PI113736839