Adhere strictly to shift schedule. Timeliness a key requirement.
Flexibility to changes in shift schedules, as dictated by Management is required.
Call Handling.
Provide comprehensive technical support services to support center customers.
Work within Service Level Agreements, including but not limited to Average Speed of Answer,
Average Talk Time, Abandon Time, Hold Times, etc.
Take all steps to troubleshoot issues reported to them and resolve or escalate to the appropriate contact.
Use all available Knowledge Management Tool during the call.
Take all necessary steps to ensure customer satisfaction at the end of the call.
Call Logging:
Create and submit detailed call logs documenting customer interactions.
Accuracy, thoroughness, and timeliness are key call logging components.
Confirm and update customer profile information as needed.
Escalation.
Promptly notify management of any potentially “dissatisfied” customers.
Follow all documented escalation procedures, including hand off times, for issues requiring 3rd party intervention.
Open Calls.
Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc.
Knowledge and Standards:
Proactively seek and possess business acumen for all clients supported.
Maintain technical proficiency in all applications utilized by clients supported.
Participate in all company organized training events.
Contribute current technical information and best practices concerning proprietary applications to the C3i Reference Library or other knowledge distribution channel.
Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
Other tasks.
Perform customer support related tasks and special projects as assigned by management.
Liaise as necessary interdepartmentally to seek resolutions to all issues reported Participate in client events, as appropriate (resource on site, client training, etc.).
Competencies:
Accountability - Strives to take appropriate action in all aspects of work.
Accepts personal responsibility to set expectations and meet commitments / objectives, which requires us to stay.
focused, work independently and as team as well as set our own personal standards.
This includes taking responsibility for our schedules, attendance and punctuality.
Adaptability - Adjusts to new conditions, work situations and responsibilities.
Welcomes the opportunity to learn new tasks and accepts feedback positively.
Communication - Clearly conveys key messages, written and verbally.
Recognizes when a miscommunication has occurred and acts to correct it.
Holds crucial conversations, when required, in a professional and productive manner.
Skills:
Excellent verbal and written communication skills.
Customer Service Skills.
Microsoft Office Suite, Windows Operating Systems, Lotus Notes, and Internet applications.
Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.
Education and Experience:
High School Diploma or equivalent required.
Microsoft Certified Professional certification preferred.
Minimum of 6-12 months of previous call center, computer support, or customer service experience preferred.
Seniority level
Entry level
Employment type
Contract
Job function
Information Technology
Industries
Information Technology & Services
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