Entry Level - Customer Service Technical Support Agent - Remote
Provides excellent customer service to dealers, sales representatives, and consumers via phone, email, live chat and social media. Provides diagnostic advice to resolve technical product issues, order entry, and recommendations on product selection, and maintains accurate and up-to-date records on communications through computer applications.
Provides technical and sales support to consumers, dealers and sales reps to ensure efficient and accurate quality service relating to our products, their software, features and functions.
Provides post-sale support to consumers and retail channel partners in the form of trouble-shooting advice to install and repair product or direct them to a qualified repair facility. Enter orders for replacement parts, finished products, repair authorizations, and facilitate returns process during or after the warranty period. Documents the interaction in the appropriate computer application to help drive continuous improvements in process and product quality.
Responds to inquiries, resolves routine issues (referring more difficult problems upward, if necessary), and educates and acts as a resource on company products via phone, email and other methods as appropriate. Documents inquires, issues and resolutions, and education provided as required.
Provides pre-sale support to consumers and retail channel partners in the form of product selection based upon the application and desired features, installation and rigging, promotions, product availability, pricing, and where to purchase. Documents the interaction in the appropriate computer application to help drive continuous improvements in process and product quality.
Executes routine reports and independently creates reports to support department activities. Demonstrates proficiency in supporting the minimum amount of product families as identified by each Johnson Outdoors brand. Maintains and monitors personal performance metrics to ensure department KPI's (key performance indicators). Strives for continuous improvement.
Issues return and repair authorizations as necessary.
Performs other duties as assigned
THIS POSITION IS REMOTE OR ONSITE IN EUFAULA, AL
MULTIPLE OPENINGS
Remote
Skills:
Continuous Improvement, Customer Support/Service, Documentation, Identify Issues, Online Chat, Order Processing, Performance Analysis, Performance Metrics, Post-Sales, Pre-Sales, Problem Solving Skills, Process Improvement, Product Pricing, Promotional Products, Reporting Skills, Retail Channel, Returns Processing, Sales, Sales Support, Social Media, Technical Sales, Technical Support
About the Company:
Johnson Outdoors Inc.
Johnson Outdoors Marine Electronics Inc., home of Minn Kota electric trolling motors, Cannon downriggers, Talon shallow water anchors, Humminbird fish finders, and marine accessories, is a global company focusing on turning ideas into adventure with innovative, market-leading outdoor recreational products..
Company Size:
1,000 to 1,499 employees
Industry:
Sports and Physical Recreation
Founded:
0
Website:
http://www.johnsonoutdoors.com
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