This position is anticipated to be assigned a shift of 4:00 PM - 12:00 AM Tuesday through Saturday or Sunday through Thursday. Employees are permitted to work remotely when working a 4:00 PM - 12:00 AM shift. Onsite work will be required during the new hire training period.

Job Summary:

The Technical Customer Service Representative primarily supports IONOS customers with their drag-and-drop website builders through inbound phone calls and email. Additional responsibilities of the position include assisting customers with their domains, email, e-commerce packages, and various marketing tools associated with the website builder. Technical Customer Service Representatives also sell these products, assist with billing issues, and cancel packages as necessary.

Specific Responsibilities:

• Resolving customer issues via phone, email and chat
• Troubleshooting a wide range of technical and billing concerns and educating customers about our products and processes
• Demonstrating both technical proficiency and effective soft skills in resolving customer issues
• Recommending and selling the right products and services based on customer's business and personal needs
• Effectively managing queues to meet departmental goals and resolve incoming workload efficiently

Required Qualifications:

• High School Diploma or equivalent
• 1-2 years of customer service experience either in contact center, retail, or related field
• Strong written and spoken communication skills
• Ability to adapt to changing products and processes
• Ability to process and document phone calls, chats and emails efficiently
• Ability to project a positive and helpful attitude to customers and colleagues
• Strong technical skills and familiarity with terminology (training will be provided for specific IONOS products)

Preferred Qualifications:

• Experience providing technical support to customers
• Experience with website construction and/or the website hosting industry

Physical Requirements and Working Conditions:

• The ability to perform the essential responsibilities of this job in our Philadelphia office during new hire training
• The ability to use a computer and telephone for extended periods of time to communicate, create, and access information.
• The ability to regularly sit or stand for extended periods of time

Disclaimer

This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position. This job description is subject to change, but remains in effect until superseded in writing by the Company.

Equal Opportunity Employer. We do not discriminate on the basis of any status protected by law.

Job info

Location: Philadelphia
Type: Full-time
Category: Customer Service / Customer Management
Work experience: Professionals
Reference ID: 149