Technology is trainable. Culture is not. That’s a philosophy that has helped us build out strong, effective support programs for a number of well-known hardware, software, and platform companies. Rather than looking for gadget-heads, software junkies, or experienced technologists to seed your support team, find people that you would make a perfect customer. Narrow it down to those who are good listeners, empathetic, analytical, and sociable and figure out how to take those people and get them 110% up to speed on your systems, policies, and procedures. If you can cultivate the perfect CS desk, it will look and feel like customers helping customers. Your first full time CS rep is a big hire. Their role is an odd one, part advocate for the customer, part face of the company. Part listener and trend-spotter, part advice giver and recommendation engine. Below you’ll find a job description that you can customize to your own business. Use it when as you grow, especially when your customer service workload starts shifting from “all hands on deck” to a specialized wing of the business. Oh, one last thing. Add “while adhering to (insert your company name here)’s values” to the end of each bullet point. If you don’t find someone who has a cultural fit with the vision of your organization now, when you need this person to step up and train additional reps, build out your desk, or otherwise contribute to the growth of the organization, you’ll have to fight the current the entire rest of the way.
Job Responsibilities
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Promptly answers customer contacts over the phone, through live chat and/or via email while providing high quality service
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Greets every caller with a friendly tone
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Follows all required protocol for the account
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Performs thorough troubleshooting for the customer’s situation
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Sets accurate expectations with the customer before ending the contact
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Quickly completes all required follow up after the contact
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Thoroughly and accurately documents the details of each contact (repair orders, trouble tickets, office messages, etc.)
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Maintains a high level of professionalism throughout the contact
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Consistently and accurately tracks worked time by using the automated time keeping system
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Adheres to posted schedule (including scheduled meal/rest breaks)
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Attends weekly meetings to discuss current project status, quality and upcoming events
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Proactively communicates new ideas and wins to the Supervisor
Skill Requirements
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Strong verbal and written communication
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Strong organizational skills
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Strong knowledge of PC navigation and troubleshooting
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Experience with Mac preferred
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Strong knowledge of Internet connectivity and troubleshooting
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Basic knowledge of word processing and spreadsheet programs
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Familiar with basic home networking
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Ability to multi-task
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Ability to type at least 35 WPM
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Ability to learn advanced technical concepts
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Ability to follow direction without close supervision
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Ability to adapt to an ever-changing environment
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Ability to work individually and as a team
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Strong attendance habits
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Flexibility with scheduling
Good luck as you build out your desk! Taylor
taylorworth 