Support Center Representative (Tier 1)

Join Our Team as a Support Center Representative (Tier 1)
Company: Coreforce
Location: Remote
Job Type: Full-time
Salary: $18-22\hr.
About Us
Coreforce is an innovative technology company that continually delivers groundbreaking digital systems for frontline professions that depend on speed, accuracy, easy-to-access data, and transparency in their work. Immerse yourself in our vibrant culture. At Coreforce, we foster a purpose-driven environment that values ethical practices and teamwork. We prioritize transparency, trust-building, and creating a supportive atmosphere for growth and innovation. Our team wholeheartedly embraces diversity, promoting inclusive harmony. We highly value work-life balance and celebrate employees' contributions within a recognition-driven culture. Join us at Coreforce for a fulfilling experience where positive impact and collaboration shape a brighter future.
Your Role
Our Support Center Representatives are responsible for answering incoming phone calls, emails and/or chat messages and providing support to customers experiencing software and computer problems as they relate to Coreforce software use and performance. They listen to descriptions of customer issues and determine how and if they can be fixed and when they need to be escalated to other departments for deeper investigation and resolution
What You'll Do

• Respond to customer queries in a timely and accurate manner, via phone, email, or chat
• Identify customer needs and help customers use specific features of our software
• Analyze and document product issues (for example, by testing different scenarios or impersonating users)
• Update our ticketing system with information about technical issues and discussions with customers
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Properly escalate unresolved issues to the next level of support
• Gather customer feedback and share with supervisors
• Assist in training newer Support Center Representatives
  

What You Bring

• Able to pass and maintain FBI and State Criminal Justice Information Security (CJIS) background check(s) and certifications
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Proficiency in English
• High school diploma or GED is required
• 1-2 years' experience as a Technical or Customer Support Representative or similar Customer Service role desirable
• Experience using help desk software and remote support tools
• Curiosity in understanding why and how things
• Aptitude for learning new technologies quickly
• Strong client-facing and communication skills
• Troubleshooting and multi-tasking skills
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• Able to work in a fast-paced, self-directed environment
  

Preferred Qualifications

• Familiarity with our law enforcement industry
• Experience with HubSpot Service module
  

Expectations

• Embody and exemplify Public Safety Brands' core values:
• WINNING MINDSET – Hungry, driven, passionate, execution focus, committed, urgency
• COACHABLE CHANGE AGENTS – Fail quick and learn, continuous improvement, critical thinkers – question why, innovative
• SERVANT LEADERS – When no one is looking, we do the right thing, teamwork, collaborative, not siloed, customer-centric
• Exceptional and responsive customer service
• Organized and detail oriented
• Make the customers job easier
• Set expectations properly for our customers
• Stay on top of deadlines and progress
• Excellent people and communication skills
• Possess superior problem-solving skills
• Think “outside the box
  

Why join us? Public Safety Brands provides a comprehensive program for our employees' five pillars of well-being and benefits:

• Emotional Health: Paid Time Off – 3 weeks per calendar year
• Physical Health: Selection of ten group health plans to fit every family situation – several are fully-paid for employees and dependents. Dental, Vision, Flexible Spending Accounts and Health Savings Accounts are available.
• Social Health: Community Online Academy on a variety of courses for personal development
• Professional Health: Tuition Reimbursement for College Courses and Continuing Education Expenses
• Financial Health: Retirement Savings Plan with 100% match up to 4% with immediate vesting
• Other Benefits: Voluntary Insurance, Basic Life AD&D, Critical Illness, and Accident Insurance
  

Joining the team: We invite you to join our team. Help us create superior utility products that have a lasting impact on our customers' lives. To apply, please email your resume detailing your relevant experience to [email protected]
Powered by ExactHire: 186827