Technical Support - Consumer Electronics

Job Title: Technical Support - Consumer Electronics

Location: Plano, TX

Pay Rate Range: 30.00hr - 30.00hr

Staffmark Workforce Solutions offers this exciting contract opportunity at a global leader in electronics, mobile devices, and appliances located in Plano, TX.

Technical Support - Consumer Electronics

Top Skill Sets Required:

1. Experience in tracking & managing service tracking to ensure swift service procedures and rapid follow-up on completed service tickets and give feedback to stakeholders for immediate action on needed items

2. Prior experience maximizing customer satisfaction by providing prompt actions to customer's needs and obtaining quality photos/data to determine the root cause of a claim to defend or accommodate customer's claim

Position Description

This position will contribute to the team's growing need for business intelligence, insights/dashboard management, strategic development, customer experience, and related best practices.

1. Maximize customer satisfaction by providing prompt actions to customer's needs and obtain quality photos/data to determine the root cause of the claim to defend or accommodate the customer's claim

2. Provide efficient solutions to customer-facing agents by developing and operating guides and contents

3. Use various tools/dashboard/systems to quantify the agent's performance of customer care and develop appropriate actions to improve performance and quality

Responsibilities:

1. [Customer Experience Management] Analyze end-to-end processes that customers experience and participate in providing suitable resolutions accordingly and in controlled & monitored turnaround time for each action of the customer claim process

2. [Quality Management] Monitor and review customer calls/tickets for customer care quality control, carry out activities to secure the quality competitiveness of our company and customers

3. Maintains and improves operational quality by monitoring system performance; identifying and resolving problems; and preparing and completing action plans.

4. Identify/resolve bottlenecks of customer care status and resolve them with internal/external stakeholders (HQ, BPO, PI, etc.).

5. Review & maintain policies, and SOP (Standard Operating Procedures), to keep up-to-date policies and guide agents to use as well as find any conflicted policies to provide resolutions.

6. Track & manage service tracking to ensure swift service procedures and rapid follow-up on completed service tickets and give feedback to stakeholders for immediate action on needed items

Specific responsibilities:

• Case management for CE claims
• Pending Management (KPI, LTP)
• QA and training agents for CE
• Case Tracker Management for a special issue
• CPSC claim management (Customer care/tracker) (CE)
• Monitoring FCCM report quality (ACQ/OS Reports)
• Special Projects
• Backup Customer Care Resolution
• EnR Submission/Management
• Periodically report to the manager
• Develop SOP for CE & maintain up-to-date policy/procedures
• Work to de-escalate customer situations while finding an appropriate solution; involve upper management as needed

Staffmark talent working with this client receive competitive compensation and a great benefits package including medical, dental, vision, 401K, and Paid Time Off plus more!

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