The American Heart Association (AHA) has a great opportunity for a Technical Support Customer Representative at the National Engagement Center in Richardson, TX
This role requires extensive knowledge of CPR and First Aid products, services and messaging. The Professional Services Specialist 1 will handle customer inquiries and problems in a multi-media environment which includes inbound, outbound, email and social networking and record outcomes in CRM/Microsoft Dynamics. Inquiries are predominately routine, however, may require deviation from standard screens, scripts and procedures. The specialists will be trained to use computerized system for gathering and tracking information as well as trouble shooting. The ability to navigate a computerized data entry system or other relevant applications is required. The Specialist may also be asked to perform other responsibilities based on special projects available to them. The starting pay is $17.5/hour. And the start date is Nov 4th.
- Responds to professional customer (physicians, nurses, emergency management technicians and staff) inquiries related to Emergency Cardiovascular Care (ECC) and CPR training products and systems. Provides timely and accurate responses to questions regarding website access, basic CPR information, online products and programs.
- Provides technical assistance to ECC or CPR students participating in online courses and customers purchasing ECC/CPR products including security access, basic troubleshooting, and related guidance. Adapts responses and researches information to provide customers with moderately complex information and guidance. Escalates concerns appropriately when required.
- Responds swiftly and accurately to email inquiries submitted by AHA customers within required time frame.
- Updates customer records such as profile information, transcript services, and course management. Enters data accurately in CRM tools to manage customer sales, problem resolution, and retention. Complete documentation within productivity guidelines and targets.
- Maintains awareness of product information through monthly messaging, strategic initiatives, meetings and conferences or related policies and procedures. Collaborates with sales staff to ensure a uniform response and timely resolution to customer problems or concerns
- At least one (1) year experience in providing first-level technical support to customers
- At least two (2) years’ experience in a customer service field or call center environment
- At least two (2) years’ experience with Customer Relationship Management (CRM) Systems (Microsoft Dynamics preferred)
- Demonstrated excellent verbal and written communication skills
- Internet navigation and the ability to navigate among multiple programs/screens
- Demonstrated excellent problem-solving skills.
- Ability to develop alternate solutions and make sound decisions
- Computer experience with a proficiency in Microsoft Office: Word and Outlook
Preferred Experience:
- Experience with Learning Management Systems (LMS)
- Microsoft Excel