In Field Customer Support Tier 1

About the position
The Tier 1 Customer Support Representative serves as the initial contact for customer support at Union, providing remote assistance to all venues and limited onsite support for local venues. The role involves answering queries about product features and usage, resolving basic technical issues, and escalating complex problems to senior teams. The representative is responsible for logging interactions in the CRM, collaborating with peers to enhance support processes, and engaging in ongoing training to meet customer support goals and service level agreements (SLAs).
Responsibilities
? Serve as the first point of contact for customer support inquiries via phone, email, SMS, Slack, live chat, etc.
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? Provide prompt and accurate responses to questions about product features, usage, and troubleshooting simple issues, both remote and onsite.
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? Perform basic onsite technical tasks such as replacing card readers, swapping out printers, and other similar actions as needed.
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? Escalate complex issues to higher-level support teams while maintaining clear communication with customers.
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? Log all customer interactions in the CRM system, ensuring accurate data collection.
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? Collaborate with team members to share insights and improve the overall support process.
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? Participate in ongoing training to stay updated on product changes and support techniques.
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? Meet or exceed customer support metrics and service level agreements (SLAs).
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? Foster a positive customer experience with a professional and empathetic approach.
Requirements
? Availability to work during weekends, evenings/nights, and holidays.
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? Excellent skills in organization, communication, and interpersonal relations.
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? Self-driven with the ability to work both autonomously and with little oversight.
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? A private/quiet space (home office type setup) equipped with high-speed internet.
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? The capacity to be flexible and adapt to Union's evolving requirements.
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? A meticulous attention to detail coupled with a robust problem-solving drive.
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? A comprehensive understanding and demonstration of premium, white-glove customer service standards.
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? Reliable vehicle for transportation to local customer sites.
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? Valid driver's license and clean driving record.
Nice-to-haves
? A background with 1-2 years in customer support roles.
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? A year of hands-on experience with CRM, group chat, and network management tools.
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? Outstanding problem-solving capabilities.
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? Proficiency in conflict resolution.
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? A proactive mindset focused on task completion, continuous improvement, and dedication to the service sector.
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? Spanish-speaking proficiency.
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? Additional credit given for expertise in service industry practices, POS system networking, Apple hardware proficiency, and a talent for identifying process enhancements.
Benefits
? 401(k)
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? Dental insurance
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? Flexible schedule
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? Health insurance
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? On-the-job training
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? Vision insurance
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? Work from home