Customer Service Associate

Datascan is a technology company whose mission is to help businesses make better inventory decisions one scan at a time. Through the provision of configurable software, fit-for-purpose scanning hardware, and access to real-time data, Datascan is the cost effective, high value option for retailers looking to take advantage of the accuracy, efficiency, and flexibility of our industry-leading inventory solutions.

We operate using several key drivers for success which include
-Establishing lasting, collaborative client relationships that consistently exceed expectations,Continually striving for excellence through innovation, technical expertise, industry knowledge and a relentless commitment to client care,Being easy to do business with, in all that we do,Attracting, developing, and retaining passionate, talented people in a culture of empowerment that inspires, challenges, and recognizes the contribution of every member of the Datascan team.

Backed by private equity and with over 50 years of experience serving retailers, Datascan is the global leader in providing technology-led inventory counting solutions to world class retailers in over 42 countries.

Position Summary The Customer Service Associate should be a motivated and customer-focused individual specializing in our SAAS product. In this role, you will be responsible for providing exceptional service to our customers, assisting them with technical issues, and ensuring their overall satisfaction. This is an entry-level position that offers excellent growth opportunities within our organization.

Duties and Responsibilities Handle incoming customer inquiries and issues via phone, email, and chat, providing prompt and accurate responses

Identify and troubleshoot technical problems reported by customers, working closely with more senior team members to resolve issues effectively

Guide customers through product features and functionalities, explaining processes and providing step-by-step instructions

Ensure high customer satisfaction by maintaining a friendly and professional demeanor, actively listening to customers' concerns, and taking appropriate actions to address them Document customer interactions, including details of inquiries, issues, and resolutions, in our customer relationship management (CRM) system

Continuously expand product knowledge to stay up-to-date with new features and enhancements, enabling you to provide accurate and relevant information to customers.

Identify opportunities for improvement in customer service processes and workflows, contributing to the enhancement of customer satisfaction and operational efficiency.

Meet or exceed individual and team performance metrics, including response time, resolution time, and customer satisfaction ratings.

Performs additional duties as assigned to support business needs

Education – High school diploma or equivalent; relevant certifications or technical degrees are a plus.

Years of experience – entry level

Effective verbal and written communication skills, with the ability to articulate technical concepts in a clear and understandable manner

Problem-solving and analytical skills to diagnose and troubleshoot customer issues effectively

Empathy, patience, and a customer-centric mindset to handle customer inquiries and concerns with professionalism and empathy

Ability to work in a fast-paced environment, multitask, and prioritize workload effectively

Familiarity with SAAS products, cloud computing concepts, and basic technical terminology is preferred

Proficiency in using CRM systems and other customer support tools is a plus Availability to work flexible hours, including evenings and weekends, based on customer demand

Work Ownership & Representation Employees are hired based on their…