Technical Customer Service Representative

hace 3 días

Cartagena, Colombia Eddy Pump A tiempo completo

**About EDDY Pump Corporation**:
EDDY Pump Corporation is an innovative leader in engineering and manufacturing high-performance industrial pumps. We specialize in solving the toughest pumping challenges across industries such as oil & gas, mining, dredging, and wastewater. As we continue to grow, we’re seeking a dedicated and technically skilled Customer Service Agent to join our remote team and provide exceptional support to our clients worldwide.

**Position Overview**:
The Technical Customer Service Agent will serve as the primary point of contact for customer inquiries, ensuring timely and accurate responses. This individual must have strong English communication skills, a solid background in using ERP and CRM systems, and the patience to work through complex issues with a wide range of customers. The role requires a self-motivated and detail-oriented professional who can deliver world-class service while working independently.

**Key Responsibilities**:

- Provide prompt, courteous, and knowledgeable responses to customer inquiries related to EDDY Pump’s products and services.
- Troubleshoot technical issues and provide clear guidance to customers, ensuring accurate and thorough resolutions.
- Use ERP and CRM systems to access customer information, document inquiries, track issues, and maintain detailed records.
- Collaborate with internal teams, including sales, engineering, and logistics, to resolve customer concerns quickly and effectively.
- Escalate more complex problems to the appropriate technical or engineering staff, while following up to ensure customer satisfaction.
- Maintain a positive and patient attitude, treating each customer interaction with care and professionalism.
- Contribute to process improvement by identifying common issues, suggesting updates to documentation, and sharing feedback with the team.

**Qualifications**:

- Excellent English communication skills (both written and verbal) are required.
- Proven experience in customer service, help desk, or technical support roles.
- Proficiency with ERP systems (e.g., SAP, Oracle, Microsoft Dynamics) and CRM platforms (e.g., Salesforce, HubSpot, Zoho CRM).
- Strong technical troubleshooting and problem-solving abilities.
- Ability to remain patient, courteous, and composed, even in challenging situations.
- Self-motivated, detail-oriented, and capable of managing multiple customer requests simultaneously.
- A basic understanding of industrial equipment or mechanical systems is a plus.
- Stable internet connection and the ability to work effectively in a fully remote environment.

**What We Offer**:

- Competitive compensation and benefits package.
- Flexible remote working environment.
- Opportunities for professional development and growth.
- The chance to work with a dynamic and supportive team dedicated to customer success.

**Language**:

- English (required)

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