Summary

The Client Services Representative will manage remote client support by handling inbound calls and emails while providing excellent customer service. The individual will be responsible for answering and resolving basic product operational support questions received from our customers, as well as processing part orders and dispatching technicians. This position is client-facing, supporting products remotely with a need for excellent customer service.

Responsibilities

• Answer customer phone calls and emails, assisting with a variety of issues including basic software and hardware troubleshooting.
• Generate quotes and process orders within Flash ordering systems.
• Accurately document and record customer calls and events in the Flash ticketing system (Freshdesk).
• Initiate dispatches and manage the lifecycle of on-site service in the Flash field service management platform.
• Provide status updates on customer orders and service events.
• Establish call response prioritization.
• Contribute to client self-help knowledge by documenting typical requests, incidents, resolutions, and work-around procedures.

Required Skills

• Ability to communicate effectively at multiple levels both internally and externally.
• Technical understanding and aptitude.
• Strong documentation skills.
• Effective decision-making and time management abilities.
• Experience with support ticketing software.
• Proficiency with Microsoft Office and Google Workspace applications.
• Ability to read, write, speak, and understand the English language in a business environment.
• Strong organizational and communication skills.
• Reliability, accountability, responsibility, and a team player attitude.