Customer Service Specialist

TYPE

Full Time Employee

LOCATION

Winston-Salem, NC

JOB DESCRIPTION

TrueLook is seeking a Customer Service Specialist to join our growing team!  At TrueLook, you will play a central role in providing best-in-class support to our rapidly expanding customer base by providing assistance with the TrueLook software application, troubleshooting hardware issues remotely, and following up to ensure total customer satisfaction.

RESPONSIBILITIES 

• Responsible for providing unparalleled customer service for all past, current, and prospective customers
• Provide attentive and prompt support through helpdesk, email, chat, and phone
• Guide customers through installation of their camera systems hardware and walk them through utilizing our software
• Remotely troubleshoot issues with camera hardware components
• Record, track, and document the problem-solving process, including all decisions and actions taken, through to the final resolution
• Be the voice of the customer internally at TrueLook and provide feedback on how TrueLook can mitigate future support issues.
• Deliver an exceptional customer experience with proactive communication
• Create and update help desk documentation, as appropriate
• Customer satisfaction will be your single most important goal in this role

REQUIREMENTS:

• College degree or equivalent.
• 1-2 years’ experience in Customer Service/Support roles, preferably at a SaaS organization
• Ability to investigate and resolve customer inquiries, along with working with the internal teams to provide the customer with the highest level of support and training.
• Experience with and knowledge of computer hardware, low voltage and electrical systems, use of a multimeter, and basic hands-on/mechanical skills
• Understanding of various Internet concepts/technologies including LAN/WAN, DNS, HTTP, IP networking, routers, etc.
• Must be highly organized and be able to utilize various online platforms (ERP, CRM, online tools, etc.)
• Ability to communicate technical concepts in non-technical terms.
• Strong phone and email skills are a must, as are a solid grasp of grammar and vocabulary