Title: Customer Service Representative - Telecommute

Duration: 12 months

Location: South TX Region (Galveston, Houston, San Antonio, Austin)

Description:

The job requirements for this position include the follow:
A+ Certified & must have HP, Dell and Lenovo Product Certifications.
Honest, trustworthy and the ability to work with minimal supervision.
On-time to Warranty meetings and meetings involving Warranty.
Understand and know the Warranty and Technical Training processes
Strong conflict resolution skills - 20% of all warranty repairs are rejected due to inaccurate data submitted.
The new hire must be capable in tracing the problems and resolving to a satisfactory conclusion; preventing loss revenue to NGC.
Build and maintain professional relationship with field technical staff – must be trained to answer troubleshooting questions, possess good analytical and follow-through skills
Ticket SLA’s (service level agreements) – must have strong organizational skills, and update tickets in a correct and timely manner and track all resources from the beginning when a ticket has been received until defective part(s) have been returned in the mandatory time-frame to the OEM’s
Customer Service - ability in maintaining excellent record keeping for information from various sources, i.e., OEM databases and technical staff

Must possess a Positive Attitude
Willingness to work closely with Warranty Team
Research documentation – when required data has not been provided correctly, must have the knowledge and expertise to track down the information and upload into the IONIX VSMware database and upload the information into the ShareCenter database
Problem resolution – work closely with the Warranty Team to resolve any returned parts and discrepancies in preventing losses
Advanced computer skills in utilizing NGC’s required databases to extract information for Reporting
Provide metrics on a bi-weekly basis to include, but not limited to the following:
* Failures – i.e., hard drives, motherboards, LCD’s etc.
* Types of equipment – Dell, IBM, HP or others
* Certifications – ensuring technical staff are certified in handling warranty repairs
* Time-charging – to Warranty Network ID #
* Ticket Counts – amount of tickets being worked each week

Gabriel
Staffing Specialist
Tel: 973-481-0100  Ext: 3038
Fax: 973-883-1488
gabriel.reddymakrotech.com

http://www.linkedin.com/in/gabrielreddy

http://www.makrotech.com/makrotech/makrogov.aspx

Candidate HelpDesk: 973-679-5005

For More Jobs, visit: : http://jobs.makrotech.com/searchjobs.aspx?country=US

Makro Technologies Inc Inc.
www.makrotech.com

Corporate Headquarters: New Jersey
One Washington Park, Suite 1502, Newark, NJ 07102

Other Offices: Northern California, Pennsylvania, Illinois