Customer Support Representative
at Pyramid Consulting, Inc

Date Posted: 5/21/2019

Job Description

Immediate need for a talented: Customer Support Representative - III. This is a 7+ Months contract opportunity with long-term potential and is located in Hillsboro OR. Please review the job description below.
Job ID: 19-23099
Customer Support Representative - III
Hillsboro, OR
7+ Months
Warranty Coordinator 
The warranty coordinator is responsible for assisting channel partners and resellers with customers who have purchased extended warranties for Client® Server products, and are having issues registering their activation keys or getting credit returns. 
Must have a very high degree of professionalism while providing impeccable customer service for every call and customer request that comes their way for either internal or external customers. 
Must be able to effectively troubleshoot process issues that come to them to from customers to determine what part of the registration process broke down, and therefore how to resolve the customer's issue. The warranty coordinator will need to have excellent customer handling skills as the customers that they deal with may be less than happy when they contact us. 

The position will need to be Oregon/Hillsboro based, and accommodate face to face meetings with the Program Manager as needed. The skill set needed will be a mix of project management, troubleshooting and data entry. 
In addition, the warranty coordinator will need to: 

* Expert level Salesforce experience required 
* Excellent customer service skills 
Must be able to work Mon-Fri - 8AM-5PM 
Monitor a public email box for issues that come in 
Handle customer requests in a timely fashion 
Escalate cases to the Program Manager when required 
Understand how to file incident tickets with TAC 
Be an expert on the Entitlement Hub tool 
Submit credit notice requests in the CSAR tool 

Understand how to look up Hardware MM# in the tool 
3+ Years Excel skills. Very comfortable with using excel. 
Capture and report on metrics for the program on a weekly basis 
Be able to identify trends in customer issues, and work with Program Manager to resolve 
Must be dependable 
Ability to deal with potentially upset customers 
Minimum Education: HS Diploma or GED for US candidates

Job Snapshot

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