Overview

Job Duties and Responsibilities

·         Provides assistance and technical support to customer & consumers that are experiencing issues

·         Communicate directly with customers via phone, email or live chat in professional and timely manner.

·         Log “ALL” communication with customers in Activity section of SAP.

·         Trouble shoot failures using Fault Tree Analysis to resolve customer complaints

·         Understanding of SAP Service Module functionality

·         Keep detailed records of customer interactions, transactions and record details of inquiries, comments and complaints in SAP.

·         Escalate any customer complaints or inquiries as needed to TSS II or III team member.

·         Create Service Call and assign to Tech Queue from email or dealer portal daily

Requirements

·         High school diploma, general education degree or equivalent working experience

·         General knowledge of customer service principles and practices

·         Relevant computer knowledge of SAP and Microsoft software systems

·         Must successfully work individually and as part of a team.

·         Communication skills; both verbal and written along with listening and problem-solving skills is a must.

·         Power sports, ATV or UTV knowledge is a plus.

Goals

·         Return missed calls, voice mail & emails within 4 hours

·         Transfer of Service Call Status from Tech Queue to Open (In Review) within 12 hours

·         Process of Service Call from Open (In Review) to Closed within 10 business days

Office Hours: Monday through Friday, 830 am – 530 pm