Full-Time Customer Support Specialist

The primary responsibility of the Customer Support Specialist position for Repair OnDemand is to provide support to our customers and master technicians. This position will support the overall company goal of providing solutions and exceptional service to our customers ensuring that they have a positive experience with our products and services.

• Provide technical support to customers via phone, email, and chat addressing system issues.
• Gain a clear understanding of customer requests, answer questions, and troubleshoot accordingly
• Resolve issues/complaints or problems and escalate as appropriate
• Support customers’ use of the application by providing basic training and assistance as needed
• Provide resolution on issues regarding billing, shipping, etc.
• Create and accurately document digital records of customer interactions, issues, and solutions using our service desk technology
• Report product-related issues appropriately to the product team
• Contribute to team by accomplishing related results as needed

• High School Diploma
• 0-1 years experience in customer service
• Exceptional documentation skills

• Bachelor’s Degree in a related field/ College degree a plus
• Proven experience in IT support, helpdesk, or technical support roles
• Basic account billing and customer service background preferred
• Strong problem solving abilities
• Exceptional verbal and written communication skills
• Ability to multi-task efficiently in a fast paced environment
• Detail-oriented
• Customer-focused with a positive attitude and patience to work with various levels of technical knowledge

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