2W Technologies, INC is a fast-paced, high-growth, full-service technology consulting firm with clients across the United States and around the world. 2W specializes in helping our clients (mostly manufacturers) get maximum value from their technology investments. We specialize in Epicor ERP, network architecture, managed cloud services business analytics and cyber defense.

Our growth has created the need to add a Customer Service Representative to our support team. The Customer Service Representative reports to the Director of Service Delivery and will work in collaboration with other department stakeholders and company leadership.

JOB ROLE:

The Customer Service Representative is responsible for ensuring client satisfaction by corresponding with and fulfilling client inquiries. This position must be able to work independently with various internal departments. This is an in-office position based in our Corporate HQ in Pewaukee, WI.

KEY DUTIES AND RESPONSIBILITIES:

• Work with the Client Services Group, Client Success Managers and other departments to ensure proper customer service is being delivered.
• Resolve product or service problems by clarifying the customer's issue; determining the root cause, and selecting and explaining the best solution to bring the issue to resolution
• Identify and assess customers' needs to achieve satisfaction.
• Keeps client company and contact and other information up to date and accurate.
• Go the extra mile to engage customers.
• Answer questions about agreements and SLAs
• Act as the company gatekeeper
• Compile reports on overall customer satisfaction and company responsiveness

SKILLS REQUIRED:

• Proven customer support experience
• Analytical independent problem-solver with a “can-do” attitude
• Excellent verbal and written communication skills
• Ability to multitask, prioritize and manage time effectively.
• Strong phone contact handling and active listening skills
• Self-motivated and able to thrive in a results-driven environment
• Natural relationship builder with integrity, reliability, and maturity
• Critical thinking and problem-solving skills

EXPERIENCE:

• Experience with CRM and other business systems and practices
• Experience with ConnectWise is not required but would certainly help
• Three years of customer-facing duties and support or other relevant experience
• Proficient in Microsoft Office suite and collaboration tools, particularly Word and Excel

Is this you? Click the apply button. We look forward to talking with you.