Customer Care Representative 1

Job Description: 

Customer Care Representative

Grandbury Retail - Jonas Software

Remote USA

Bilingual proficiency in Spanish and English is required for this position.

Position Summary

Nova POS (Point of Sale) is a full service technology platform, designed to generate revenue for retail businesses.  Our product breadth is designed for Independent Operators running 1 location all the way to large chains having hundreds of store fronts. Located in our beautiful Miami office near Edgewater.

We are currently hiring a Customer Care Representative.  The Customer Care Representative is the first line of contact for our clients who need software assistance.  The candidate should demonstrate strong computer technical and troubleshooting skills that allow them to assist customers with product and service information and solutions.

Job Responsibilities

• Highly customer focused and committed to the customer service experience.
• Answer Inbound calls and live remote support chat sessions to assist clients with their technical needs and questions.  Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting and escalating for resolution if necessary; following up to ensure resolution.
• Maximize phone availability to ensure that clients experience minimal hold-times in the queue.
• Assist customers with empathy, patience and keep composure under pressure.
• Log all relevant details regarding client interactions/services rendered using our ticketing system. 
• Work on special projects as assigned by management.
• Keep up to date on all products and services offered to the clients.
• Work as a team assisting other representatives in order to benefit the department and resolve client issues efficiently and maintain a high level of customer service.,
• Communicate and coordinate with internal departments
• Answer queries that are initiated through the company website and routing requests through proper channels to assist in generating sales.
• Work a flexible schedule and occasional overtime when necessary.

Qualifications:

• High School Diploma or equivalent.
• 2 years of experience in customer service or technical support.
• A+ Certification.
• Ability to perform effectively under stress in a high call volume environment.

• 1.Front line interaction via live chat and telephones.
  2.Troubleshooting a variety of technical and non-technical issues.
  3.Ability to work in different shifts(40 hours a week)

•  Demonstrate passion and perseverance for excellence with respect to treating and caring for customers.

• Troubleshooting, problem solving and root-cause analysis skills to promptly resolve client issues, ability to learn on the fly when necessary.
• Ability to speak and communicate ideas clearly.
• Ability to type 40 wpm.
• Strong work ethic and attention to detail.

#LI-VL1

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More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals.  Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa.  Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.