Offer summary

Qualifications:

High school diploma or equivalent required., Bachelor's degree in Business, MIS, or related field preferred but not mandatory., Strong communication and interpersonal skills., Ability to prioritize tasks and remain professional under pressure..

Key responsibilities:

Answer inbound customer calls and make outbound calls.

Respond to chats and emails to resolve customer issues.

Use CRM software to track and manage customer cases.

Maintain customer records and ensure customer satisfaction.

Job description

TCP is committed to cultivating a diverse and inclusive team. However, we are not able to sponsor visas for this role. 

About TCP (TimeClock Plus):

For more than 30 years, TCP has helped organizations engage their people by providing flexible, mobile timekeeping and workforce management solutions. Trusted by tens of thousands of customers and millions of users, TCP delivers best-in-class technology and personalized support to organizations of all sizes in the public and private sector to meet their complex timekeeping, employee scheduling, leave management and other workforce needs. Growth is happening and our vision for a successful future is clear - We'd love for you to join us on this journey! For more information on TCP, visit www.tcpsoftware.com or follow us on LinkedIn or Facebook. 

A Tier 1 Support Technician is responsible for providing quality and efficient customer service to new and existing customers. Duties are to resolve product or service problems by clarifying the customer's questions; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

As a Tier 1 Support Technician, you will:

Answer inbound calls from customers.
Make outbound calls to customers.
Field and respond to chats and emails.
Use CRM software to track customer cases and tickets until resolution.
Maintain customer records by updating account information.
Maintain product knowledge to improve performance and skill set.
Ensure customer success and satisfaction in a friendly and courteous manner.
Meet or exceed established performance requirements.
Engage in customer success and customer advocacy.
Assist fellow team members and other departments.
Contribute to team effort by ensuring the highest possible level of customer satisfaction.
Comprehend and diagnose customers’ needs through high-level problem-solving.
Perform other duties as assigned.

You are a strong fit for this role if you have:

High school diploma or equivalent.
Bachelor’s degree in Business, MIS or related field or equivalent experience preferred but not required.
Ability to communicate clearly and concisely.
Strong interpersonal and relationship skills.
A high level of customer empathy.
Ability to prioritize workload.
Ability to demonstrate adaptability and flexibility in work products.
Ability to remain professional when under pressure.
Sound decision making and judgment.
An understanding of when to escalate issues.
Accountable and results-focused.
Displays core values when working with customers and peers.
Completed and passed Basic Product and Positional Training.