Systems Analyst 1

Pay Rate: $18 - $21/Hour

A day in the life…

A Technician 1 will provide a unique customer service experience through multiple channels of communication (i.e. phone, chat, and e-mail). Responsibilities include providing website technical support to customers by researching and answering questions; troubleshooting and opening service tickets on website problems; technical support to our Work at Home and in house agents; communicate with customers regarding order issues. Personalizing customer interaction with complete resolution and ensuring customer satisfaction.

Responsibilities:

• Personalize and relate to the customer in a way that signifies their importance as an individual.
• Provides answers to customer by identifying problems, researching answers, while guiding customers through the corrective steps, notifying internal departments of issues and provide clarifying examples.
• Resetting passwords.
• Simultaneously navigate multiple software applications and technologies to service customers.
• Resolve customer service inquiries, such as assisting customers with exchanges and replacement orders, process customer financial adjustments, order tracking and locating merchandise.
• Provide customers with critical product information that ensures the proper fit and customer satisfaction.
• Suggest alternative items to customer for unavailable merchandise.
• Follow through on customer commitments in a timely manner, exceeding customer expectations, with a strong sense of ownership.
• Accurately assess situations through customer queues to properly resolve their needs.
• Utilize standard practices and processes, continuously looking for areas of improvement and communicating suggestions to leadership as appropriate.
• Accountable to meet service level standards.
• Work with multiple teams and departments in an effort to resolve customer issues.
• Research and document order issues within the system as well as resolve internal alerts.
• Contact customers for order issues, i.e.: backorders, cancels, delays.
• Other tasks as needed.

Behavioral:

• Reliability is very important to the success of the position. Outstanding attendance is critical.
• Excellent customer service skills with a high level of professionalism and fosters effective communication by utilizing active listening, verbal and written skills.
• Demonstrate a commitment to teamwork through relationship-building and collaboration.
• Deliver productivity through the efficient use of time and a commitment to strong results.
• Develop rapport quickly and maintain good customer relationships both internally and externally.
• Possess integrity with a strong sense of confidentiality to protect customers, fellow employees, and manager’s propriety information.
• Exhibits energy, enthusiasm and is able to learn and adapt quickly in a challenging, fast-paced environmen