EPC is a one-stop shop for your plastic injection molded products. With world-class quality and manufacturing standards, state of the art equipment and highly experienced engineers we are here to take your idea from concept to product. Our project engineers will be with you every step of the way from design feasiblity, CAD design and design optimization for injection molding, MoldFlow analysis, plastic resin, appearance and surface texture, color, prototype, mold design and build to the end product and throughout production.
About The Role
We are seeking a dedicated and customer-focused Help Desk Agent (Offsite) to join our Customer Support department. In this full-time, hourly position, you will be the first point of contact for assisting customers with technical support and inquiries, delivered entirely offsite. This is an excellent opportunity for individuals who thrive on solving problems, providing empathetic customer service, and working independently in a remote capacity. As an English-speaking representative, you will play a vital role in ensuring customer satisfaction and maintaining high support standards.
What You'll Do
- Respond promptly to customer inquiries via email, chat, or ticketing systems, providing exceptional support in English.
- Diagnose and resolve technical issues by following standard procedures and troubleshooting techniques.
- Document customer interactions and support resolutions accurately in the company’s CRM system.
- Escalate complex issues to the appropriate departments or senior support staff when necessary.
- Collaborate with team members and other departments to ensure seamless customer support experiences.
- Maintain up-to-date knowledge of the company’s products, services, and support tools.
- Participate in ongoing training to enhance support skills and technical expertise.
- Meet or exceed performance metrics and service-level agreements, such as response time and resolution rates.
Qualifications
- Proven experience in customer service or technical support roles, preferably in a remote setting.
- Strong problem-solving skills and the ability to work independently while maintaining a high level of accuracy.
- Excellent verbal and written communication skills in English.
- Familiarity with ticketing systems, CRM software, and basic troubleshooting processes.
- Comfortable learning and adapting to new technologies and tools quickly.
- Ability to maintain professionalism and empathy while handling high-pressure or difficult customer interactions.
- Reliable internet connection and a quiet, dedicated workspace for remote work.
- Availability to work full-time hourly shifts, including occasional evenings or weekends if required.
MUST BE AUTHORIZED TO WORK IN THE UNITED STATE OF AMERICA
