Call Center Agent - Adendorff Machinery Mart

We are a reputable tool retailer committed to delivering high-quality tools and equipment to our valued customers. We offer a diverse range of products for professionals and DIY enthusiasts alike. As we expand our operations, we are seeking a motivated and customer-oriented Junior Technical Support Agent to join our team.

Position Overview: As a Junior Technical Support Agent, you will play a crucial role in providing technical assistance and support to our customers. You will be responsible for addressing customer inquiries, troubleshooting technical issues, and ensuring a positive customer experience.

This position offers an excellent opportunity for growth and development within the technical support field, providing valuable experience and mentorship.

Responsibilities:

• Serve as a primary point of contact for customers seeking technical support via phone, email, or chat.
• Assist customers in troubleshooting technical issues related to our tools and equipment.
• Provide accurate and clear information about product features, specifications, and usage guidelines.
• Aid customers in understanding product functionality, installation procedures, and maintenance best practices.
• Guide customers through basic troubleshooting steps to resolve technical issues efficiently.
• Collaborate with senior technical support agents and cross-functional teams to escalate complex issues when necessary.
• Document customer interactions, inquiries, and resolutions accurately in our CRM system.
• Stay updated on product knowledge and industry trends to provide informed support to customers.
• Identify opportunities for process improvement and contribute ideas to enhance customer satisfaction.
• Assist in creating and updating support documentation, FAQs, and troubleshooting guides.

Requirements:

• High school diploma or equivalent; additional technical certifications or relevant coursework is a plus.
• Previous experience in a customer service or technical support role is preferred.
• Basic understanding of tools and equipment commonly used in various industries.
• Excellent written and verbal communication skills, with the ability to convey technical concepts clearly to non-technical individuals.
• Strong customer service mindset and the ability to remain patient and empathetic when dealing with customer concerns.
• Ability to multitask and prioritize customer inquiries effectively.
• Proficiency in using CRM software or similar customer support tools is a plus.
• Strong problem-solving and critical-thinking skills.
• Attention to detail and organizational abilities.

Benefits:

• Competitive salary based on experience and qualifications.
• Provident fund with company match.
• Employee discounts on tools and equipment.
• Ongoing training and professional development opportunities.
• Supportive and collaborative work environment.