Customer Support Representative (CSR) - Freeport

Location: Freeport, IL

Department: Operations

Type: Full Time

Min. Experience: Entry Level

FurstPerson is growing and our global expansion has created openings in our Customer Support team.  You will be providing top-notch customer service through different channels of communication including email, phone, and chat.  You’re a great match if you possess fantastic troubleshooting and analytical skills, are driven to help customers, and can dive deep into a new product to learn it inside and out.

FurstPerson provides a talent selection platform that helps companies hire more qualified frontline service, support, and sales employees.  Founded in 1997, FurstPerson services customers in over 20 countries, including many Fortune 500 firms.

We are seeking individuals for full-time work, which will primarily be Monday – Friday.  Shifts will be set with start times ranging between 6am and 11am.   Some flexibility is required as we are 24x7.  

Responsibilities may include:

  • Handle all customer interactions via phone, email, and chat.
  • Research and develop solutions for customer support cases using extensive product knowledge and troubleshooting techniques.
  • Own the customer interaction and work to exceed their expectations.
  • Work with various cross functional teams to understand the root cause of issues and suggest alternate options.
  • Assist with system configuration and quality assurance on our talent selection platform.
  • Proactively look for solutions to problems and propose improvements if something could work better.
  • Educate and train our customers to become better FurstPerson users.
  • Understand and keep up-to-date on the latest product functionality, its dependencies, and their operational impact.
  • Share and develop best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.

Your Interests:

  • You love talking to people on the phone and building relationships with your customers.
  • You can empathize with customers in a genuine way that lets them know you care about their issues.
  • You’re a team player that can follow and lead as situations dictate.
  • You have an ability to explain complex issues in beautifully simple terms.
  • You’re able to make decisions and solve problems.
  • You like to pay attention to little details.
  • You’re curious and have a natural ability to “zoom out” of a problem to ask the right questions.
  • You’re able to plan, organize, and prioritize work - this role wears many hats.

Technical skills:

  • Ability to evaluate, troubleshoot, and follow-up on customer issues, as well as replicate and document for further escalation.
  • Have a high level of attention to detail and conscientiousness.
  • Excellent oral and written communication skills.
  • Proficient knowledge of Microsoft Window as well as functions of different web browsers.

 

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