Every day, Imagine Communications is delivering billions of media moments all over the world — anywhere, anytime and on any device. Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.
Why Imagine?
Imagine Communications offers a generous Medical, Dental, Vision and Life Insurance package and HSA and 401(k) options with company matching. We like to make sure all our employees are safe when travelling so we’ve got travel insurance covered too. Employee Wellbeing is a priority for us, so all employees and their family have access to our EAP and Wellness programs, including LifeSpeak and Vitality. Volunteer in your community and we will pay for that too.
A Bit About The RoleThe primary responsibility of the Customer Service Representative (Tier1) is to respond to general questions from customers, and internal personnel regarding customer issues. Tier1 will be the first level of contact for customers requiring Technical Support of internal products. The Tier 1 Team is responsible for answering calls, Omni-Channel chat, minor troubleshooting, license generation, processing orders for internal and external customers, monitoring service inventory, and general administrative tasks. Must be flexible to work a rotating shift (including evenings, weekends, and holidays).
Assure constant coverage of the call center phones – 24/7Answer general questions from customers over the phone, emails, chatAct as a primary contact for Internal technical support staffAssist with basic technical support where possibleAct as primary contact for questions regarding the status of service ordersEscalate technical issues to the appropriate Support Specialist, Technologist, or Inside Sales EngineerPerform all aspects of order entry includes: Receipt of PO, Data Entry of Order, Ensuring Product is shipped out on time, Invoice is sent to customerConfirm accuracy of pricing, discounts, model numbers, and obtain configurations when necessaryDetermine sales tax requirements when necessaryWork with Finance to resolve credit issues and supply supporting documentation when necessary.Obtain purchase order and shipping information from the customerComplete all Metrix and Oracle transactions timely and accuratelyFollow-up with customers to assure issues are adequately resolvedCustomer support projects
About You College degree preferred1+ year experience providing customer service/technical support Working knowledge with Oracle Business Systems, Salesforce preferredProven experience with Microsoft OfficeSuperior customer engagement skillsAbility to work independently Comfortable in working in an entrepreneurial, fast-paced business environmentExceptional communication and interpersonal skillsA second language would be considered an asset
Celebrating difference, together stronger
At Imagine Communications, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our customers, our employees, our products, and our communities. We are committed to providing an environment of mutual respect.
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