Email: hr@winesoftware.com
Fax: 707-224-9622
or mail to:
Human Resources
Microworks Technologies, Inc.
1100 Lincoln Ave. #100
Napa, CA 94558
The sales and service representative position is responsible to interface with customers via inbound email cases or telephone calls to address and resolve technical support requests for client products or services.
Responsibilities:
Maintain broad and technical knowledge of product and services.
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
Listen attentively to customer needs and concerns; demonstrate empathy.
Clarify customer requirements; probe for and confirm understanding of requirements or problem.
Meet customer requirements through first contact resolution. Minimize escalation to Tier-II support.
Confirm customer understanding of the solution and provide additional customer education as needed.
Prepare complete and accurate work and update customer file.
Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
Contribute ideas to resolve problems to better serve the customer and/or improve productivity.
Participate in activities designed to improve customer satisfaction and business performance.
Occasionally use decision-support tools to answer questions.
Solve problems that may be unstructured and that may require reliance on conceptual thinking.
Excellent written and verbal communication skills.
Highly enthusiastic, positive minded, service oriented individual.
Demonstrated troubleshooting skills
Qualifications/Skills:
Direct experience and knowledge of general accounting principles is a must.
A minimum of 2 years of call center (technical / customer) organization providing email and telephone support is required.
