Job Description
Job Description
Hybrid- 4 days onsite, 1 remote.
Duration
12 Month(s) contract
Must have Skills:
- At least 1 year of customer service, highly prefer call center experience (about 20-30 calls a day)
- Strong verbal and written communication, Must be able to clearly communicate in English
- Comfortable navigating on a computer
- Proven ability to multi-task with customer intake process concurrently: Calls, Remedy Tickets, and Chat
- entry level profile and/or new grad
- salesforce or service now experience (think ticketing and resolution experience)
hybrid environment- 2 days in office
shift: 9 am ET- 6pm ET, 7-4, 11-8 shift --\u003E shifts will be given by necessity of the call center.
every 3-4 weeks, will be required to work a weekend shift --\u003E \"sunday before and saturday after\", basically will stay 5 days, 40 hours.
call center is open 24/7, including holidays
Description
Customer Service: Provide exceptional service to internal and external customers by being courteous, polite, and friendly.
Issue Resolution: Address customer issues immediately to determine support needs and resolution paths.
Knowledge Base Utilization: Search Knowledge Base articles and Standard Operating Procedures for resolutions or escalate requests to higher support teams.
Technical Support: Provide first-level technical support through email, telephone, ticketing system, and other channels.
Needs Assessment: Guide customers in procedures for equipment requests, relocations, software installations, sign-on, or programming changes.
Documentation: Fully document resolutions and actions taken in the ITSM ticketing system.
Team Collaboration: Assist team members on support projects and departmental operations.
Escalation: Consult with team lead on escalated tickets and follow-ups.
Teamwork: Maintain excellent teamwork on all assigned and scheduled support projects.
Professionalism: Be punctual and ready to perform duties and assignments, whether working in the office or remotely.
Administrative Tasks: Complete timesheets, compliance training, and shift changes independently.
Additional Duties: Perform other duties and special projects as assigned by senior tier members or Customer Support Leadership.
Job Title
technical customer support representative
Top Skills Details
This is an entry-level support position responsible for providing an amazing and memorable customer service experience with each direct interaction. This position supports both internal and external B2B customers through designated support channels such as telephone and electronic mediums. This customer-centric role will focus on a variety of operational and technical support requests related to desktop, applications, and user access needs. This position will require the excellent use of judgment and desire to drive resolutions on behalf of our customers.
Example requests from customers:
- Password reset
- Unable to login
- File expectations
- Escalation team
- Down and cannot transact
Worksite Address
Boca Raton,Florida,United States,33431
External Communities Job Description
Customer Interaction: Handle inbound and outbound calls in a professional and courteous manner.
Issue Resolution: Address customer inquiries, complaints, and issues promptly and effectively.
Information Provision: Provide accurate information about products, services, and policies.
Data Entry: Accurately enter and update customer information in the database.
Problem Solving: Troubleshoot and resolve customer issues or escalate to appropriate departments when necessary.
Work Environment
hybrid environment- 2 days in office
shift: 9 am ET- 6pm ET, 7-4, 11-8 shift --\u003E shifts will be given by necessity of the call center.
every 3-4 weeks, will be required to work a weekend shift --\u003E \"sunday before and saturday after\", basically will stay 5 days, 40 hours.
call center is open 24/7, including holidays
Additional Skills & Qualifications
Must have Skills:
- At least 1 year of customer service, highly prefer call center experience (about 20-30 calls a day)
- Strong verbal and written communication, Must be able to clearly communicate in English
- Comfortable navigating on a computer
- Proven ability to multi-task with customer intake process concurrently: Calls, Remedy Tickets, and Chat
- entry level profile and/or new grad
Preferred:
- bachelors degree (especially, a degree in Computer Science, Information Technology, Computer/Data Systems Management)
- salesforce or servicenow experience (think ticketing and resolution experience)