367 Customer Support jobs in Altamonte Springs

• Answer emails and telephone calls from customers and assist them in their needs, such as identifying and interchanging product.
• Enter and maintain sales orders and expedite previous sales orders.
• Accurately quote product to the customer.
• Purchase product directly from the manufacturer.
• Assist and support the outside sales staff, including customer follow-up.
• Identify and document cost savings.
• Capture over-the-counter sales with walk in customers.
• May perform occasional duties in the warehouse, such as shipping and receiving.
• Responsible for other duties as they are assigned.

• High School Diploma or GED required.
• 1 years in a customer service or sales environment preferred.
• Strong Microsoft Outlook and general computer skills.
• Great communication and telephone skills.
• Exceptional math skills.
• Ability to work independently and in a team environment.
• Must be able to lift 50 pounds of product.
• Ability to multitask and prioritize tasks.

• Basic product knowledge of bearings and power transmission products, with emphasis placed on mechanical aptitude.

Job Type

Full-time

Description

As a Customer Support Specialist, your role is ensuring a positive user experience for our members, primarily through customer service. You are the merchant facing problem solver, with respect to issues including general inquiries, basic Stax portal uses, as well as basic transaction and deposit research . Your role is to assist customers with basic technical issues and questions relating to our payment solutions platforms. You will work hand-in-hand with the Customer Support Manager, the Support Team Lead as well as Level 2 and Level 3 Support Agents. Resolving issues will include end-to-end troubleshooting of customers' payment processing infrastructure, which may include third-party systems in addition to Stax systems.

Key Responsibilities & Objectives

• Monitoring incoming call queue and answer an average of 300/mon incoming calls promptly and professionally
• Maintain an average call handle time of 20 minutes
• Handle calls related but not limited to:
  • Login Help
  • Basic Transaction Research
  • Basic Deposit Research
  • General Inquiries
  • Basic StaxPay How To's/Walk Throughs
  • Billing Tickets (Fee Opt Outs)
  • StaxPay Troubleshooting
  • Basic Terminal Troubleshooting
• Maintain KPIs as set forth by support leaders
• Responding to customer support requests in a timely manner
• Diagnose/troubleshoot basic technical issues across hardware and software platforms
• Identify workarounds and resolutions to basic technical issues
• Proactively coordinate troubleshooting efforts across multiple 3rd party vendors in the customer tech stack to provide full end-to-end troubleshooting including systems outside of Stax's control
• Identifying hardware and software solutions
• Maintain high data hygiene on your work in all internal systems
• Provide feedback to help identify trends and potential process improvements or customer experience improvements
• Effectively investigate and diagnose customer problems, including problems involving data and systems of third parties such as back-end processors or banking partners
• May be assigned weekend and evening shifts
• Other duties as assigned

• 2+ years working with customers
• Excellent communication skills, to work within team and customer relations
• Strong customer empathy and the ability to de escalate in emotional situations
• Technical or financial support experience
• Excellent phone etiquette
• Ability to work under pressure in fast-paced environment and prioritize workload
• Comfortable with standard business software (Microsoft Office, Google, etc)
• Solution oriented with the ability to think strategically and creatively in decision making
• Strong work ethic
• Coachable and able to take direction and feedback well, yet being forward thinking to challenge the status quo
• Strong attention to detail
• Bilingual - Fluent in English and Spanish a plus

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve customer issues, providing clear and concise solutions.
• Maintain accurate records of customer interactions and transactions.
• Escalate unresolved issues to senior support staff or relevant departments.
• Provide product and service information to customers.
• Identify and communicate trends in customer inquiries to management.
• Contribute to the development and improvement of support processes and documentation.
• Adhere to company policies and customer service standards.
• Build rapport with customers and foster long-term relationships.
• Participate in team meetings and training sessions to enhance skills and knowledge.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Proven customer support experience or experience in a similar client-facing role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using customer support software and CRM systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Adept at de-escalating tense situations and handling difficult customers with empathy.
• Detail-oriented with a commitment to accuracy.
• Ability to work independently and as part of a collaborative team.
• Comfortable working both in the office and remotely as per the hybrid schedule.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, providing clear and concise solutions.
• Educate customers on product features, services, and company policies.
• Process orders, returns, and exchanges accurately.
• Document all customer interactions and resolutions in the CRM system.
• Identify and escalate complex issues to appropriate departments for resolution.
• Gather customer feedback and provide insights to improve service quality and product offerings.
• Maintain a high level of product knowledge and stay updated on service changes.
• Contribute to team goals and initiatives to enhance overall customer support effectiveness.
• Follow communication procedures, guidelines, and policies.

• Previous experience in customer service or a related field.
• Excellent communication and active listening skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to remain calm and professional under pressure.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• A passion for helping others and a friendly demeanor.
• Flexibility to work various shifts as needed.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Investigate and resolve customer issues, escalating complex problems to appropriate departments when necessary.
• Provide comprehensive product information and technical assistance.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify trends in customer issues and provide feedback to the product and engineering teams for continuous improvement.
• Develop and maintain knowledge base articles and customer-facing documentation.
• Mentor and guide junior support staff, sharing best practices and expertise.
• Participate in team meetings and contribute to process improvement initiatives.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Contribute to building a strong, supportive, and customer-centric team culture.

• Proven experience in a customer service or technical support role, preferably in a senior capacity.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving and analytical abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced remote environment.
• Experience with (mention relevant software/tools, e.g., Zendesk, Salesforce Service Cloud, Intercom) is a plus.
• A Bachelor's degree in a relevant field or equivalent work experience is preferred.
• Demonstrated ability to work independently and as part of a remote team.
• A passion for helping others and a commitment to delivering outstanding service.

• Respond to customer inquiries and resolve issues in a timely and efficient manner across multiple channels (phone, email, chat).
• Provide technical assistance and troubleshooting for product-related problems.
• Escalate complex issues to appropriate departments and ensure follow-up until resolution.
• Document all customer interactions and resolutions accurately in the CRM system.
• Develop and maintain a deep understanding of our client's products and services.
• Mentor and train new customer support representatives.
• Contribute to the creation and updating of knowledge base articles and support guides.
• Analyze customer feedback to identify areas for improvement in products and services.
• Collaborate with product and engineering teams to resolve bugs and enhance user experience.
• Uphold the company's commitment to outstanding customer service and satisfaction.

• Proven experience in a customer service or technical support role, preferably in a senior capacity.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency in CRM software and helpdesk ticketing systems.
• Ability to work independently and as part of a team.
• Demonstrated ability to handle high-pressure situations and customer complaints effectively.
• Associate's or Bachelor's degree in a relevant field, or equivalent work experience.

• Provide high-level technical support and troubleshooting for customer issues via phone, email, and chat.
• Analyze complex customer problems, identify root causes, and implement effective solutions.
• Escalate unresolved issues to appropriate internal teams (e.g., engineering, product development) and ensure timely resolution.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Train and mentor junior customer support representatives, sharing best practices and technical expertise.
• Monitor customer feedback and identify trends to suggest product or service improvements.
• Assist in the development and implementation of new customer support policies and procedures.
• Manage customer relationships, ensuring a high level of satisfaction and retention.
• Participate in cross-functional meetings to represent the voice of the customer.
• Contribute to the continuous improvement of customer support tools and workflows.

• Associate's or Bachelor's degree in a relevant field, or equivalent work experience.
• Minimum of 4 years of experience in customer support, technical support, or a similar role.
• Proven experience handling escalated customer issues and complex problem-solving.
• Excellent communication, interpersonal, and active listening skills.
• Strong technical aptitude and the ability to quickly learn new software and systems.
• Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
• Ability to work independently and as part of a team in a hybrid environment.
• Demonstrated ability to manage time effectively and prioritize tasks.
• A customer-centric approach with a passion for delivering outstanding service.
• Experience in mentoring or leading a support team is a significant advantage.