This position is an entry / associate level position, helping more experienced technicians. Mimo Monitors Customer Service Technician is a first line product expert responsible for resolving client queries and concerns via inbound email cases, telephone calls, account managers and assistance to the current team. The CST has a high burden for customer service and unstructured learning.
The CST Responsibilities are:
Communicate effectively with individuals/teams to ensure high quality and timely resolution of customer requests.
Work tasks to help current CST team to be more efficient.
Via email; help internal and external customers in connecting and configuring Mimo products to a variety of computer platforms.
Document customer contact and resolutions in shared database and knowledge-base.
Troubleshoots technical problems to determine the root cause while providing the customer with timely status updates until resolution
Contribute ideas to resolve problems to better serve the customer and/or improve productivity.
Participate in activities designed to improve customer satisfaction and business performance.
Solve problems that may be unstructured and that may require reliance on conceptual thinking; in some cases acquiring product to reconstruct the scenario.
Occasional travel for on-site technical trouble-shooting and customer assistance/problem resolution.
Offer solutions to issues that are often non-standard/non-routine and require some clarification.
Assist in the development of technical projects
Other duties as needed within the organization
The ideal candidate would be curious about all things in technology. The CST would possess the strong analytical skills needed to take a complex situation and break it into workable troubleshooting steps. The CST would need to have strong listening skills in addition to enough perceptiveness to connect undisclosed scenarios to the information at hand.
Education and qualifications:
Technical Degree in Engineering Technology, Computer Science, Information Technology, or equivalent experience is a plus, but is not required
Specific Professional Skills/Competencies:
Must be able to speak, read and write in the English
Must be proficient in the Windows operating system; experience with the following operating systems is a plus: Apple, Linux, Android
At least 1+ year experience in technical customer service roles
Troubleshooting experience preferred
Demonstrated ability to prioritize multiple tasks and meet deadlines
Self-motivated and proven ability to work unsupervised
Must be able to lift 50 lbs
Role: Customer Service Technician
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