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Customer Service/Technical Support Representative

Customer Service/Technical Support Representative

ID 
2017-1212
# of Openings 
6
Job Locations 
US-NJ-Holmdel
Posted Date 
5/30/2017
Category 
Customer Service/Support

More information about this job

Overview

Do you love technology? Do you love helping people? Do you want to be part of a company that is changing the way field service companies, large and small, are doing business through mobile and desktop software applications? Then WorkWave, a leader in SaaS software solutions for the field service industry, has opportunities for you.

 

Multiple positions are open in Customer Service and Technical Support for those looking to start or continue a career in this exciting industry.

 

 

*** This position will be from 11:30am-8pm.

 

 

Why work for WorkWave?

 

Voted one of the Best Places to Work in New Jersey, WorkWave is unique in that it has a large, established base of loyal customers but also has enormous growth opportunities in multiple areas.  We are transforming the field service industry, one customer at a time, by building intuitive, best in class cloud-based software, mobile apps and high-value services that solve key pain points our customers face every day, allowing them to save money, save time and improve customer service levels, all at the same time.  To do this, we focus on 3 simple things:  (1) Hiring and developing great people, (2) Building great products quickly and (3) Turning customers and employees into raving fans. We’re looking for individuals that are passionate about and can help us deliver on those 3 simple (but hard to achieve) tenets.

 

Work here...Wave hello to a job you’ll love! This position is based at our home office in the historic Bell Works complex located in Holmdel Township, New Jersey. 

 

We offer a robust benefits package, including health and dental, paid time off, a 401k with company match and a great environment filled with energetic, fun, team oriented people.  Most importantly, at WorkWave, there IS such a thing as free lunch.  By bringing in lunch from local businesses Monday through Thursday for our entire NJ staff, we support local business and offer a great perk, all at the same time. On Fridays we encourage employees to take advantage of the hour lunch break away from their desks and explore what the Bell Works “Metro-Burb” has to offer!

Responsibilities

  • Answer questions and deliver support to customers with varying degrees of product knowledge and technical proficiency

  • Gather customer information to determine issues by evaluating and analyzing reported symptoms

  • Identify and escalate priority issues; directing cases to appropriate teams and resources as needed

  • Replicate customer-reported issues, capturing necessary information per standard processes

  • Accurately process and record call transactions

  • Offer product or workflow alternative solutions where appropriate

  • Organize ideas and communicate messages appropriate to listeners and situations

  • Proactively follow up and make scheduled call-backs to customers when necessary

  • Stay current with system information, changes and updates

Qualifications

 

WorkWave is looking for motivated, organized, energetic, and empathetic professionals with strong customer service skills to help clients with our software applications through training, troubleshooting and consulting. Our goal is to make every customer a raving fan, and we are looking for people that want to help with that mission. Specifically, we are looking for people with a demonstrated track record of:

  • Consistently delivering results “the right way” both personally and professionally, instilling confidence in your intentions and those of our organization

  • Ability to explain technical and/or process-heavy information in “real-world” terms to non-technical end users

  • Clear, direct and empathetic communication in both one-on-one and team settings; able to deal effectively when needing to reduce tension or conflict

  • Willingness to be part of a team…cooperating with others to get the right answers quickly

  • Maintains stable performance while under pressure or opposition; handling stress with grace and tact

Since achieving results “the right way” is of critical importance, the ideal candidate will exhibit the following personal characteristics as well:

 

Customer Centric: You have a strong desire to understand and empathize with customers, spending time to truly understand their concerns to ensure they are getting the help they need.

Passionate: You love working the phones and talking to customers. You enjoy coming to work each day and have a positive energy that your teammates see and feel.

Technical: You are technically proficient and love to teach others who are not so proficient how technology can help them be more efficient and successful in their day-to-day life.

Organized: You can handle multiple projects at the same time. You know how to budget your time, determine priorities to meet deadlines and enjoy that feeling of accomplishment when a goal is reached.

Proactive: You like to be busy throughout the day. You enjoy learning new things and proactively look for ways to help.

Energetic: People can feel your energy through the phone and see it when you walk in the door. You love what you do and the clients you help and it shows.

 

 

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