Location: Remote

System Analyst

A day in the life

• A Technician 1 will provide a unique customer service experience through multiple channels of communication (i.e. phone, chat, and e-mail).

• Responsibilities include providing website technical support to customers by researching and answering questions; troubleshooting and opening service tickets on website problems; technical support to our Work at Home and in house agents; communicate with customers regarding order issues.

• Personalizing customer interaction with complete resolution and ensuring customer satisfaction.

Skills:

Responsibilities:

• Personalize and relate to the customer in a way that signifies their importance as an individual.

• Provides answers to customer by identifying problems, researching answers, while guiding customers through the corrective steps, notifying internal departments of issues and provide clarifying examples.

• Resetting passwords.

• Simultaneously navigate multiple software applications and technologies to service customers.

• Resolve customer service inquiries, such as assisting customers with exchanges and replacement orders, process customer financial adjustments, order tracking and locating merchandise.

• Provide customers with critical product information that ensures the proper fit and customer satisfaction.

• Suggest alternative items to customer for unavailable merchandise.

• Follow through on customer commitments in a timely manner; exceeding customer expectations, with a strong sense of ownership.

• Accurately assess situations through customer queues to properly resolve their needs.

• Utilize standard practices and processes, continuously looking for areas of improvement and communicating suggestions to leadership as appropriate.

• Accountable to meet service level standards.

• Work with multiple teams and departments in an effort to resolve customer issues.

• Research and document order issues within the system as well as resolve internal alerts.

• Contact customers for order issues, i.e.: backorders, cancels, delays.

• Other tasks as needed.

Behavioural:

• Reliability is very important to the success of the position. Outstanding attendance is critical.

• Excellent customer service skills with a high level of professionalism and fosters effective communication by utilizing active listening, verbal and written skills.

• Demonstrate a commitment to teamwork through relationship-building and collaboration.

• Deliver productivity through the efficient use of time and a commitment to strong results.

• Develop rapport quickly and maintain good customer relationships both internally and externally.

• Possess integrity with a strong sense of confidentiality to protect customers, fellow employees, and managers propriety information.

• Exhibits energy, enthusiasm and is able to learn and adapt quickly in a challenging, fast-paced environment