Customer Care Representative
Region: USA
Location: Seattle, WA
Reports to: Team Manager
Status: Full Time
Organization
WatchGuard Technologies, Inc. is a leading provider of sophisticated, easy to use network security UTM solutions. We help businesses stay in business by protecting their data from the dangers of global network attacks.
Position Overview
The Customer Care Representative (CCR) is responsible for working directly with customers, technical support teams and support managers as well as other departments. Help customers with questions regarding orders, general customer inquires, website navigation, and customer complaints via phone, email and web based incidents. Project a professional company image through phone interaction. The CCR will also update and maintain the Onyx, Great Plains and other databases as needed to ensure company protocols are met.
Duties/Responsibilities
- Analyze, evaluate and determine urgency of all customer incidents
- Translate and route customer support requests into appropriate incident format and queue
- Resolve appropriate administrative support calls including but not limited to database administration, registration issues, product ownership issues, and product returns
- Securely process credit card orders and refunds according to company protocols
- Uphold company Privacy Policy guidelines regarding customer data
- Assess customer’s LiveSecurity status to determine support eligibility for hardware and configuration issues
- Efficient utilization of current company database applications
Skill Requirements
- 1-2 years experience customer service, Help Desk or Office Management environment
- Consistent attendance with superior work ethic
- Superior customer service and communication skills, both written and verbal
- A high degree of professional conduct at all times with excellent telephone skills
- Excellent decision making, problem solving capability, efficient multi-tasking in a fast paced, constantly evolving environment
- Ability to work independently and take initiative
- Strong organizational skills with emphasis on detail and follow-up
- Proficiency with Word, Excel, PowerPoint & Outlook
- Knowledge of Onyx and Great Plains databases helpful
Educational Requirements
- High School Diploma or equivalent required
Unique Physical Requirements
Position primarily works in an office environment. Use of computer display terminal required. Some bending and lifting may be required.
WatchGuard Technologies, Inc. is an equal opportunity employer. How to apply
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