VIVA USA Inc Customer Service Support in Austin, Texas
Req Ref No: RPTX45C-43 Location: Austin, TX Duration: 2 months
Responds to complex inquiries and/or requests regarding products and/or services. Serves customers by providing complex information while providing efficient and courteous service. Completes investigations and resolves complex problems. Performs order tracking, price quoting, and scheduling. This role is very customer focused and requires excellent communication skills, including the ability to distill very complex technical issues and effectively communicate the outcome to a nontechnical audience.
This position is responsible for remote analysis and troubleshooting of our EMS (energy management system) with a focus on customer relations and specific client needs. Supports customer specific enterprise needs by troubleshooting and updating client on all energy management issues found. This will include answering all incoming correspondences, assisting callers for tier 1 issues, ordering parts, creating quotes for labor and materials, dispatching resources to further investigate on site, communicating with client representatives to inform of status' and resolution recommendations. Ability to tailor processes to best meet the needs of the client, through understanding their goals and acting appropriately to meet those requests. Using various software and service automation tools to best analyze the state of devices across the client enterprise; and providing solutions on best resolution steps. Requires constant updates to the data warehouse platforms used to track and monitor status of site and history of events. Efficiency and exceptional client communications are crucial to success.
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.