Frontline Support Administrator
ExtractionTek Solutions, United States
Job Description
We’re looking for an outstanding customer service professional, with a well rounded, if not a bit technical background, to be the first line of contact for ETS.
The Frontline Support Administrator manages the reception, both in person and via phone, as well as fully logging technical support calls with complete, accurate and detailed information to be assigned to the Technical Support team.
The expectation is you will eventually be able to fully manage the tech support calls and assignments, in support of the Technical Support team, including helping manage FAQ, and even providing basic tips and troubleshooting to customers in preparation for their call back from Tech Support.
In addition, at times, you may perform other duties in support of the Pre amp; Post Sales Services team.
The ideal candidate has experience working in a frontline support call center, or Tier 1 call center, has a firm grasp on ‘the big picture’ and understands the effect of their interactions on the entire customer/guest experience. You’re a true team player and a great support to the company and our customers.
This position will start in our Englewood office and move to our Wheat Ridge location by May 1, 2021.
Main Responsibilities
- Answer incoming telephone calls, determine purpose of callers, and forward to appropriate recipient.
- Completely and accurately record all communication communicate any messages to appropriate recipients.
- Manage phone switchboard and call management system, including auto-receptionist and recorded greetings.
- Retrieve messages from general voice mail and email and forward to appropriate recipient.
- Answer general questions about organization and provide callers with address, directions, and other general information.
- Greet and direct in-person visitors, determine nature of business, and announce visitors to appropriate personnel, as well as monitor visitor access.
- Notify all visitors of safety requirements when applicable (safety glasses, clothing etc.), including health screening area (COVID-19) (temperature check, log in sheet).
- Receive and fully process technical support calls and provide base level tech support answers and direction, when possible.
- Clean and stock front desk area (sales/marketing/business cards/swag, post signage and notices).
- Receive, sort and deliver mail and small packages.
- Manage resource calendars amp; post schedules (conference rooms, training lab, booths, showroom).
- Email company notices and reminders (events, holidays).
- Perform other clerical duties as needed, such as copying, scanning, filing, and printing.
Requirements
- 3-5 years’ experience as a receptionist of a small-medium company
- Excellent skills in MS Office and Google Applications (Gmail, Drive, Calendars)
- Blind typing, fast and accurate
- Computer and software savvy
- Excellent written and verbal communication skills
- Excellent organizational skills including attention to detail and multitasking
- Must be able to work with minimal supervision and maintain absolute confidentiality
- Mechanical and/or technical knowledge or familiarity with manufacturing and operational jargon
Stand out from the rest:
- Experience working with RingCentral or other cloud based call management system
- 3-5 years experience in a call center (Tier 1 or logging tickets)
- Experience working with NetSuite or other major CRM
- Experience in small, medium and large companies
- Experience taking parts order calls
- Experience working in a manufacturing or large scale equipment company
Position Type/Expected Hours of Work
This is a full-time position. The Frontline Support Administrator is required to be in office each work day and is expected to work 40 hours per week, Monday Friday 8:30-5:30.
After 90 days, the employee is eligible to occasionally (limited) work remotely, with manager approval.
Benefits
- M, D, V Bronze level 100% paid for employee; Dependents added at employee’s expense.
- 401k deferral
Paid Time Off:
Years 1-5 - 10 days vacation / 3 sick days
Years 5+ - 15 days vacation / 5 sick days
7 paid holidays (8 for Veterans)