Customer Support Professional - Remote Eligible

Customer Support Professional

Apex Systems, America's second largest technical staffing firm, has an opening for a Customer Support Professional with a growing client in the Virginia area. This is a fast-paced environment offering professional growth and long-term stability.

Title: Customer Support Professional

Location: Roanoke, VA- remote with some office meetings

Duration: 8-month contract with potential to extend

Customer Support work is to support customers with e.g., breakdown assistance case management, connected vehicle monitoring and associated financial management. Responsible for non-technical customer service to business or end-consumer customers via phone, online chat, or text including:

• Responding to a high volume of low complexity general inquiries (e.g., general product and pricing information, billing issues, warranties, etc.)
• Providing responses to customer inquiries based on pre-determined scripts and other response guidance tools
• Recommending alternative products or services (e.g., warranties) as part of customer issue resolution. On Professional level applies practical knowledge typically obtained through education and work experience (position typically requires 2 to 5 years relevant experience).

May require the following proficiency:

• Works independently with general supervision.
• Problems faced are difficult but typically not complex.
• May influence others within the job area through explanation of facts, policies and practices.
• Support, train and maintain Customer Connect onboarding process of customers to the tool.

Operate as part of the Customer Connect Service Support team where you support the connectivity and productivity services and hardware for client. The systems are based on the latest digital, wireless communication technologies. Provide support for end-users/ customers and dealers while facilitating solutions for hardware and electronically related problems.

• Provide regular feedback on the supported products and services to connectivity services managers and developers.

• Provide first line support to customers in such a manager that repeated questions and problems can be avoided. This means helping develop an ongoing knowledge base to avoid escalations of repeated questions and/ or concerns.

• Collaborate and cross-train with Customer Connect Support team members as required. Act as subject matter expert for Customer Connect operations and support while participating in future tool development discussions and service launches.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.