Customer Service Technical Support Representative

Summary

The job description is for a Customer Service/Technical Support Representative at LogicMark, Inc., a company providing personal emergency response systems and health communications devices. The position involves handling customer inquiries, resolving technical issues, and providing product feedback. The role requires 1 year of related customer service or help desk experience, proficient data entry and computer skills, and the ability to communicate effectively.

Requirements

• Must be at least 18 years old
• High school diploma, GED, or equivalent required; Some college and/or associate degree preferred
• 1 year of related customer service or help desk experience; prefer high volume call center skills
• Familiarity with Quickbooks a plus
• Must be able to read, comprehend, speak, and write English
• Ability to operate a computer, telephone, and other office equipment constantly
• Ability to communicate accurate information and ideas so others understand
• Home office environment conducive to phone conversations with reliable internet connectivity
• Teamwork
• Organization and attention to detail
• Must be tech savvy with proficient data entry and computer skills
• Dependability
• Customer service oriented with a clear, pleasant, and professional speaking voice
• Product and market knowledge
• Quality focused
• Ability to analyze information and problem solve
• Documentation skills
• Active listening, empathy and conflict resolution
• Multi-tasking

Responsibilities

• Become familiar and knowledgeable on all products and services offered for sale by the company
• Serve customers and potential customers by providing product and service information and resolving product and service problems for both hardware devices and software applications
• Take incoming calls, return incoming voicemails, and respond to incoming emails from LogicMark’s current customer base or from potential customers
• Provide accurate, valid, and complete information about our products or trouble shoot and provide technical assistance to those who already have our products, applications, and subscription services
• Resolve the technical issues for customers to ensure that their LogicMark equipment and software is performing as it should be
• Handle customer complaints, provide appropriate solutions and alternatives within company guidelines, identify, and escalate matters of concerns related to products appropriately
• Record and document interactions with customers and potential customers; maintain customer database/records; alert and work with engineering and product teams to identify, test and resolve device and/or technology related issues
• Provide high levels of customer service throughout all interactions
• Provide product feedback on and participate in testing of technology and products and contribute/participate in system wide enhancements/implementations
• Display empathy and patience with consumers who are not proficient with technology

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Company paid holidays
• Paid time off