Customer Support Representative

Company IPS Group, Inc. is a design, engineering and manufacturing company focused on low power wireless telecommunications and parking technologies. IPS manufactures its products locally and has been delivering world-class solutions to the telecommunications and parking industries for 25 years. The company is best known for their patented credit card enabled, solar-powered single-space parking meter and web-based management system. Job Summary We are looking for a Customer Service Rep who can step into the customers' shoes and build a connection, turning even the most challenging conversations into opportunities for effective solutions. The Customer Support Representative will provide entry-level support for servicing, maintenance, repair, and testing of IPS Group Inc. equipment. IPS Group clients are located across the United States. The ability to troubleshoot remotely is required. This is a customer-facing position and requires strong communication skills along with a commitment to service excellence. The ideal candidate must have the ability to provide entry-level support on all relevant company technical products including software, hardware, data management systems and telecommunications and escalate issues to upper-level support personnel when unable to determine a resolution on their own. Essential Duties and Responsibilities Serve as the first point of contact for customers seeking technical assistance over the phone or email Perform remote troubleshooting through diagnostic techniques and pertinent questions Walk the customer through the problem-solving process Direct unresolved issues to the next level of support personnel Provide accurate information on products or services Record events and problems and their resolution in Help desk ticketing system Follow-up and update customer status and information Qualifications and Skills Proven experience as a help desk technician or other customer support role Good understanding of computer systems, mobile devices, and other technical products Ability to diagnose and resolve basic technical issues Proficiency in English Excellent communication skills Customer-oriented and cool-tempered Ability to work independently with little or no supervision Excellent customer service skills Ability to continually learn new product service techniques Ability to communicate both verbally and in writing with business professionals Working knowledge of Microsoft Word and Excel Physical Demands, Equipment and Machinery The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with qualified disabilities to perform the essential functions. Sitting, standing, walking, lifting and storing supplies and materials throughout the day. Performing work on a desktop computer requiring manual dexterity to operate keyboards, fax machines, calculators, postage machines, photocopying equipment and multi-line switchboards. Work Environment The work environment described here is representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions. Note: The above statements are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel in this classification. Nothing in the job description restricts IPS Group, Inc. from the right to change, assign, or reassign duties and responsibilities at any time for any reason. Furthermore, they do not establish a contract for employment as this is an "AT-Will" employer. It is the policy of IPS Group, Inc. not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, sexual orientation, or veteran status. An Equal Opportunity Employer—M/F/D/V Benefits 401(k)401(k) matching Dental insurance Employee assistance program Health insurance Life insurance Paid time off Vision insurance #J-18808-Ljbffr