Technical Support Specialist (Tier 2 Customer Service Rep) Position Available In Morgan, Alabama

Technical Support Specialist (Tier 2 Customer Service Rep) 4.2 4.2 out of 5 stars 1112 Brooks Street SE, Decatur, AL 35601 We are looking for career-minded people to join our family-run e-commerce business from our air-conditioned office. Become a part of our team and start building your career here! The work schedule is Monday – Friday from 8:30am to 5:30pm. You earn paid time off and we offer 7 paid holidays. Pay is hourly and on a biweekly basis. We offer pre-tax health, dental and vision insurance (with employer contributions) and a fully paid $25,000 basic life insurance policy. We also offer supplemental (employee paid) voluntary life, short-term disability, as well as other insurance products and an employer-matching 401k program. Potential candidates must satisfactorily pass a pre-employment drug screening test and background check. Summary of Position The main purpose of this position is to be the primary contact for solar system sales and communicate professionally with customers in diagnosing and repairing technical issues with Duda Energy products. This communication may involve direct contact with the consumer or via Tier 1 customer service. Duties and Responsibilities Answering customer queries with professionalism on all platforms Recording purchase transactions, counting cash register, scanning and depositing checks, securing daily cash revenue in the safe Counting and reconciling the safe, uploading all digital documents/manuals to the server or the current company backup software Primary contact for solar and individual customers Point of contact for walk-in orders when primary is not available Maintain and follow-up on orders in ShipStation (entering, sending payment links, canceling and putting orders on hold as needed, enter payments for Quotes or sales as they occur, utilize Discord [or other company software] to communicate shipment status to Office and Shipping personnel) Organize and transfer undefined items in LiveAgent and dispense to the appropriate section for expedient customer resolution. Keep supervisor apprised of any concerns found Maintain and monitor logs for shipping/freight, damage, errors and RMAs Primary support for Tier 1 agents. Qualifications

• Minimum of three (3) years of call site experience
• Minimum of three (3) years of e-commerce customer service experience
• Ability to use computers proficiently
• Ability to read and understand invoices
• Ability to communicate professionally, both verbally and in written correspondence
• Ability to handle difficult situations and either defuse it or escalate the issue to the supervisor
• Ability to make sound decisions and promote customer satisfaction.
• Must possess excellent grammatical skills
• Excellent problem-solving skills
• Ability to conduct research independently and resolve technical support issues, where the resolution isn’t readily at hand

Job Type:

Full-time Pay:

From $20.00 per hour Expected hours: No more than 40 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Compensation Package:

Hourly pay Profit sharing Yearly bonus

Schedule:

8 hour shift Day shift Monday to Friday People with a criminal record are encouraged to apply Application Question(s): Are you willing to undergo a pre-employment drug screen test?

Education:

Associate (Preferred)

Experience:

Call Site:

3 years (Required) e-commerce customer service: 3 years (Required) Ability to

Relocate:

Decatur, AL 35601: Relocate before starting work (Required)

Work Location:

In person