Are you looking to enhance your career with a position in a world class company with products that dominate a challenging and dynamic environment? Fiery is the world leader in digital imaging and print management solutions for commercial and enterprise printing.   We seek the best of the best to join our team and have the opportunity to be a key player in providing our customers outstanding technical support of our world class solutions.

Fiery is looking for a hands-on, dynamic, and results oriented Customer Support Representative to join our team onsite at our Atlanta, GA facility. Primary focus will be on ensuring our customers and products are fully supported with a high degree of service excellence so the team can execute support strategies to meet and exceed monthly, quarterly customer satisfaction targets with a team of industry leading professionals. Experience in working in customer contact is a plus. Desired candidate must also demonstrate a proven methodology in complex customer relationship management.

Primary Responsibilities:

·         Develop and maintain excellent relationships with internal and external customers through telephone and written communications

·         Manage email, telephone and forum inquiries and logging such into the appropriate CRM system, routing them as appropriate to the various support teams

·         Actively manage case volume and follow through

·         Maintain accurate data within the CRM system

·         Develop reports and provide business analysis to management on a regular basis

·         Liaise among stakeholders to document and maintain the structure, policies and operations

·         Execute solutions that enable the organization to achieve its goal

·         Log detailed reports documenting customer problems and other related situations, as well as handle other administrative responsibilities.

 Educational and Experience Requirements:

·         Associate or bachelor’s degree in business or related field

·         Experience in a call center environment

·         Effective problem solving, risk management and escalation skills

·         Ability to manage multiple issues/products in a fast-paced environment

·         Can-do attitude

·         Proven customer-oriented skillset

 Technical Requirements:

·         Proficiency with MS Office products (Word, Excel, PowerPoint)

·         Superior communication and listening skills

·         Proficiency with ACD(automatic call distributor) phone systems

Other Requirements:

·         You possess strong cross-functional communication skills and team skills.

·         Excellent interpersonal skills including courtesy, tact, and discretion.

·         You are punctual and reliable.

·         You are detail oriented.

·         Have the ability to resolve conflicts and make sound decisions.

·         You must be a team player very willing to be hands on.

·         Ability to adapt to a fast-changing environment and work well under pressure.

·         You maintain high level of productivity in both in-office and remote workspaces 

EFI is an “Affirmative Action/EEO/Protected Veteran/Disabled Employer”

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