ComDoc
  • Corporate Office
  • Akron, OH, USA
  • Hourly
  • Full Time

Full Benefits Package


SUMMARY: Triages customer issues. Receives, records, and distributes work orders to service technicians or other internal functions if unable to resolve. Provides unsurpassed customer service and support to external and internal customers by performing the following duties.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Customer Service Duties

  • Prints service history reports which show all service calls for a specific machine during a specified time.
  • Answers incoming customer service calls. Triages customer problems. Resolves level 1 break/fix issues.
  • Verifies critical customer information such as name, address, phone number, equipment to be repaired, etc.

Dispatch Duties

  • Assigns appropriate technician to open service calls and promptly pages the technician.
  • Reviews customer work order information to ensure correct technician assignments.
  • Answers incoming customer service calls for both Service Technicians and customers.
  • Answers incoming emails for Service Technician requests.
  • Maintains contact with Service Technicians on a regular basis in order to verify pages and open calls, and to discuss any pertinent issues regarding service calls and assignments.
  • Enters parts information in the computer software system when ordering parts or transferring parts for the Service Technicians.
  • Assists with answering incoming customer telephone lines and placing service work orders as needed.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION / EXPERIENCE

Associate's degree (A. A.) in electronics, computer science or computer networking, or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience

COMPUTER SKILLS                               

To perform this job successfully, an individual should have working knowledge of the following Microsoft applications:

  • Windows, Vista, 7 ,8 and 10
  • Microsoft Outlook
  • Office
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