Customer Service Agent

Location: On-site

SprintRay is looking for a Customer Service Agent. This position will drive efforts to  make sure that the Sprintray customers receive the best possible support to sustain  their products. Candidate needs to understand systems thinking and customer  experience that supports workflows associated with the SprintRay products while  possessing a great attitude and enjoys working with others in a growth environment. 

Job Duties and Responsibilities: 

• Provide excellent and efficient customer support on SprintRay products and services
• Take ownership and resolve administrative issues (billing, shipping, call scheduling, product knowledge etc.) in accordance with company SOP
• Collect all relevant information from customers, according to the company`s SOP, and record them using Zendesk
• Acknowledge and resolve customer complaints and escalate to proper stakeholders
• Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines
• Understand SprintRay products and services and provide recommendations to customers where necessary 
• Manage tickets and ensure customers receive responses in a timely matter
• Ensure customer satisfaction and provide professional customer service
• Engage in daily/weekly/monthly training and assessments, in order to keep up to date on new and existing products and services. 
• Process purchase and sales orders for external customers and internal stakeholders
• Be present in queue during scheduled times 
• Respond to customer inquiries and ensure a proper path to resolution is established as per SLA or escalation SOP
• Identify issues that are beyond the scope of customer service standards and escalate to the technical support team in a timely matter
• Maintain awareness of personal workload and reach out to team lead whenever necessary 
• Review all active, owned administrative tickets and follow up with customer if necessary
• Provide regular updates to Team Lead regarding ongoing escalation and issues on verge of escalation
• Meet weekly with Team Lead on personal growth opportunities and any challenges

Key Qualifications:

• 1+ years experience in a customer/technical support role 
• High School Diploma required, Bachelor’s Degree is a plus 
• Familiarity with Zendesk and ERP software 
• Good empathy and listening skills 
• Excellent verbal and written communication skills 
• Experience with 3D Printing or Dental workflow is a plus 
• Basic computer skills 
• Bilingual language skills are a plus 
• Time management skills 
• Attention to detail 

 

The salary band that this position falls into ranges from $20 to $33.65 per hour, with some differences for locations outside of California.  SprintRay uses broad banding. Actual salary is based on position, market factors, location, experience, and qualifications.