Junior Service Consultant

Description

The Junior Service Consultant is an entry-level position responsible for providing excellent customer support and technical assistance to clients. This role involves understanding customer needs, troubleshooting issues, and offering solutions related to our products/services. The ideal candidate will be a proactive problem-solver with strong communication skills and the ability to learn quickly in a fast-paced environment. This position may require occasional physical tasks to assist with equipment setup, maintenance, or on-site client support.

Key Responsibilities:

• Customer Interaction: 
  • Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
  • Listen attentively to customer concerns to accurately identify problems and provide appropriate solutions.
  • Maintain a high level of customer satisfaction through courteous and efficient service.
  • Escalate complex issues to senior technicians or management when necessary.
• Technical Support: 
  • Provide basic to intermediate technical troubleshooting for products/services.
  • Guide customers through step-by-step solutions and provide clear instructions.
  • Document all customer interactions, issues, and resolutions accurately in the CRM system.
  • Learn and stay updated on product knowledge, service procedures, and industry best practices.
• Problem Solving: 
  • Analyze and diagnose technical issues, striving for first-call resolution where possible.
  • Identify recurring issues and contribute to developing long-term solutions.
• Collaboration: 
  • Work closely with senior consultants and other departments to ensure seamless service delivery.
  • Participate in team meetings and training sessions to enhance skills and knowledge.

Qualifications:

• Education: High school diploma or equivalent required. Associate's or Bachelor's degree in a relevant field (e.g., Information Technology, Communications, Business) preferred.
• Experience: 0-2 years of experience in a customer service or technical support role.
• Skills: 
  • Excellent verbal and written communication skills.
  • Strong active listening and problem-solving abilities.
  • Basic computer proficiency and ability to learn new software quickly.
  • Customer-focused with a positive and empathetic attitude.
  • Ability to work independently and as part of a team.
  • Strong organizational skills and attention to detail.
  • Ability to manage multiple tasks and prioritize effectively.
  • Basic understanding of [mention specific technology/industry relevant to your business, e.g., networking concepts, software applications, hardware components] is a plus.

Physical Requirements (Essential Functions): 

• Lifting: Ability to occasionally lift and carry objects up to 25 pounds (e.g., small equipment, tools, boxes of supplies) safely and independently.
• Carrying: Ability to carry equipment or supplies across office or client premises.
• Bending/Stooping: Ability to bend, stoop, kneel, or crouch to access equipment or perform tasks in confined spaces.
• Reaching: Ability to reach overhead and manipulate objects at various heights.
• Walking/Standing: Ability to stand and walk for extended periods (up to 4-6 hours) while performing duties or providing on-site support.
• Sitting: Ability to sit for extended periods while performing computer-based tasks and handling phone calls.
• Manual Dexterity: Excellent manual dexterity to operate computer keyboards, telephones, and other office equipment, as well as handle small tools if required for light equipment maintenance.
• Mobility: Ability to move between different work areas, client sites (if applicable), and navigate office environments.

Benefits of Working at Swickard:

• Career Path – Swickard isn’t just a J-O-B. You’ll learn and grow into different roles and be able to take on new leadership responsibilities.
• Ongoing training and support
• Opportunities for continued personal and professional growth.
• We are an Equal Opportunity Employer and value diversity and inclusion at our company.

Competitive benefits package:

• Insurance: medical, dental, vision, life and pet insurance
• Optional disability coverage
• 401k plan