Customer Service Rep

Full Time
Westford, MA
Information Technology
Job ID:

Exciting New Opportunity!

Our client seeks a Customer Care Associate to be part of their global organization. In this role you will provide front line support to customers, resellers, and distributors via phone, email, and chat. Excellent, professional, customer interaction skills are essential to maintain the strong company brand and reputation. Strong process, written and verbal communication skills are required to diagnose and solve non-technical issues while providing timely solutions to customers in a professional manner. Regularly updating systems to record progress of calls in a call tracking system and documenting solutions is required.


The ideal candidate demonstrates an aptitude and appetite for learning, evidenced by the ability to expand upon core knowledge.


Primary Responsibilities:

Provide front line (non-technical) phone, email, and chat support to customers, distributors, resellers, and partners

Assist customers with access to various customer portals

Managing cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner.

Publish Knowledge Base Articles and other Customer Care documentation.

Interacts across multiple internal organizations including Inside Sales, Order Management, Manufacturing, Technical Support, Product Marketing, and Product Management

Exercises judgment within defined procedures to determine appropriate action


3+ years of Customer Service experience

Excellent customer interaction skills.

Excellent verbal, written and interpersonal communication skills.

Excellent PC & Windows skills including Microsoft Office

Strong analytical and problem solving skills (non-technical).

Ability to handle critical customer issues/problems.

Ability to determine problems and deliver known solutions with a high level of customer satisfaction.

Ability to work effectively with and provide guidance to other members of the work group.