Note: The job is a remote job and is open to candidates in USA. JK Group is an industry-leading global provider of tanning equipment products and supplies, software, and services. They are seeking a Customer Support Agent to provide technical support, troubleshoot issues, and serve as a liaison between customers and internal teams.
Responsibilities
- Provide technical support and serve as an escalated point of contact to Sunlync customers and team members via phone and email by responding to internal and external questions within agreed SLAs
- Take ownership of customer and escalated issues and communicate updates and resolutions by understanding their needs and successfully resolving inquiries
- Troubleshoot computer and networking issues, identify and diagnose caller requests, and guide them on the usage of Sunlync software
- Serve as a liaison between clients and internal development for escalated issues, including product enhancements, bug resolutions, and product education
- Support, maintain, and build internal troubleshooting resources, workflows, and FAQs to strengthen Support team autonomy and reduce repeat inquiries
- Work efficiently in multiple systems simultaneously while effectively utilizing critical thinking and problem-solving skills to assist the customer or team members
- Meet call center minimum standards consistently and adhere to company and department policies and procedures
- Participate in ongoing training and testing on new software releases/updates to ensure clear communication and issue resolution meets the customers' expectations
- Complete other duties/projects as assigned by department leadership
Skills
- HS diploma or GED required
- Minimum 3 year working in SaaS customer service, IT Help Desk, or call center environment with interactions with customers
- A track record of using data, previous ticket history, and structured frameworks to make informed choices. You must be able to suggest workarounds and solve complex problems in unfamiliar systems
- Excellent communication skills with the ability to explain and justify resolutions for client issues
- Knowledge of PC operating systems and applications, including Microsoft Windows and Microsoft Office applications, is required
- Effective Time Management skills and complete specific tasks and duties as outlined above
- Must pass a criminal background check and drug test
- Associate's degree in business, technology, or relevant field preferred or equivalent work experience
- Database Proficiency: Ability to write advanced SQL using JOINS and adding filters in database a plus with the ability to own tickets related to database connectivity
- Technical aptitude: Familiarity with SQL databases and comfortable using tools such as SalesForce, Zendesk, and internal database tools
Benefits
- This will be an hourly position that will be fully remote.
Company Overview