Office Technical Support

Office Technical Support: Sterling, Illinois Our customer in Sterling, Illinois, is seeking motivated individuals to join their team. We’re recruiting Office Technical Support specialists to work full-time on 1st shift. As an Office Technical Support specialist, you will attract potential customers by answering product, service, and technical questions, while processing orders, preparing correspondence, and fulfilling customer needs to ensure satisfaction. This role works closely with the Quality Engineer and Accounting departments. Responsibilities of the Office Technical Support: Open and maintain customer accounts by recording account information; process customer adjustments and cancel or upgrade orders as needed. Resolve product or service problems by clarifying customer complaints, determining root causes, selecting the best solution, and following up to ensure resolution. Recommend potential products or services to management by collecting and analyzing customer information and needs. Manage high volumes of phone calls; greet customers warmly, ascertain the reason for calling, and follow communication procedures, guidelines, and policies. Build sustainable relationships of trust with customers through open and interactive records of customer interactions, process customer accounts, and file documents. Assist with placement of orders, refunds, and exchanges; answer questions about warranties or terms of sale; suggest solutions when a product malfunctions; handle product recalls. Open repair packages received, process paperwork, and generate a Pick List through Docuware. Work directly with Service Centers on parts needed, product repair, and pricing customer complaints via phone, email, mail, or social media. Respond accordingly to any threats involving violence, security, weather, legal, quality issues, or customer complaints. Contribute to team effort and perform other duties as assigned.