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Customer Technical Telephone Support Representative

Austin, TX 78730

Posted: 01/07/2019 Employment Type: Contract Industry: Customer Service Job Number: 13778 Pay Rate: 20.00

Are you a problem solver with strong customer service skills, experience using PM systems, and a desire to provide outstanding customer support with enthusiasm and energy?   If so we want to talk to you!   Our busy and growing client in Lakeway, TX   is looking for a Customer Technical Telephone Support Representative on a contract to possible hire basis.


Company Profile:
Leading provider of technology for the Optometry industry
Company focused on excellent customer service as well as taking great care of their employees

Customer Technical Telephone Support Representative Role:
In this role, you will have the opportunity to work with the company’ s clients and provide exceptional technical support on the company’ s Practice Management System as quickly as possible so that the client can get back to their busy practice and continue to enjoy using the PM system.   If you like to provide outstanding customer service and support, be a problem solver, and work with a sense of urgency, this job is for you!
Provide first level customer support primarily via phone and some online for the company’ s customers using the company’ s PM System software.
Troubleshoot and document software operational issues and technical issues.
Provide outstanding customer service while giving friendly and professional responses to inquiries, requests and concerns from client.
Interact with customers to provide, process and analyze information in response to inquiries, concerns, and requests about products and services.
Provide product, service and company information when appropriate.
Gather customer’ s information and determine the issue by evaluating and analyzing symptoms.
Train client’ s/users on the PM system software when required.
Work with internal and external teams to troubleshoot and resolve product issues that are reported from a customer or discovered internally.
Make recommendations on process improvements.
Escalate issues in order to provide outstanding customer service.
Effectively use Salesforce and other company tools to support customer issues, reporting, and documentation and case management.
Stay current with system information, changes, and updates.

Customer Technical Telephone Support Representative Background Profile:
High School Diploma or equivalent
Flexibility to work 5 days on/2 consecutive days off (most likely work the weekends initially) and receive an 8 hour schedule between 7am – 7pm
2+ years’ experience in optometric or ophthalmic practice preferred - experience in a medical office in another field also considered
Experience using a Practice Management system (PM System) required 
Knowledge of spectacle lenses, contact lenses, and frames – optometry terminology – is a plus
Must love being a problem solver and helping customers resolves concerns and questions
Experience with Salesforce is preferred
MS Office Suite
Desire to work in a fast paced, ever changing environment, adaptable and flexible to change
Excellent verbal and written communication skills, along with excellent listening skills
Must enjoy interacting with others by phone as well as in person
Multi task oriented, with excellent analytical and problem solving skills
Detail oriented with a high degree of accuracy, self-motivated with 
Ability to work flexible hours

Features and Benefits while On Contract:
We go beyond the basic staffing agency offerings!   You can see the extensive list of benefits on our website under the Candidate “ Benefits” tab.
Features and Benefits of Client:
Great healthcare benefits package
Fully stocked kitchen (food and beverages)
Monthly employee appreciation celebrations and events
Generous PTO and Paid Holidays
Opportunity to work in a fun and positive environment where the employees are recognized for their hard work and rewarded

Disclaimer: sensitive and personal data will not be requested by Frontline Source Group or its affiliates until a job offer is made and accepted. If you ever doubt the validity of our job postings, we encourage you to call one of our branch locations to verify the status on any job.
customer service, optical, salesforce

Lindsey Davidson

Lindsey Davidson graduated from Stephen F. Austin State University with her Bachelor’s in Business Communications/Corporate Education before joining Frontline Source Group as a Talent Executive. Lindsey’s priority when working with a candidate is to listen to what they value, and work to find a position that is a match for both skill set and company culture. She will be your partner throughout the job search to identify the next step in your career. Connect with her today to learn about available openings!

Our process is designed to save you time. There’s no need to come in to register. All you need to do is submit your resume through the “Search Jobs” link or the “Upload Resume” link. If you are a fit for this role, and have additional questions, please reach out to Lindsey directly below. 

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