Posting ID : A1068478171
Date Posted : 2015-08-18
Category : Customer Service
Volt Workforce Solutions comprises complementary business units that offer customized talent, technology and consulting solutions to a diverse client base. Founded in 1950, Volt services worldwide industries including aerospace, automotive, banking & finance, consumer electronics, information technology, insurance, life sciences, manufacturing media & entertainment, pharmaceutical, software, telecommunications, transportation and utilities.
Volt is currently seeking a trilingual user support specialist for our large North Austin client.
This position requires excellent problem solving skills, ability to navigate through ambiguous issues, superior written communication skills, ability to work quickly with great accuracy, understanding of customer's Channel Sales tools, passion for constant improvement, and commitment to exceptional customer service.
The ideal candidate will be able to solve routine problems independently and know when to request specific direction on more complex problems. This includes working with technical, business and project teams to define processes and procedures to monitor systems, rapidly respond to incoming incident tickets and provide status updates to management and the business so they are informed of any business impacts, in a timely manner and with clarity.
Essential Duties and Responsibilities:
First point of contact for for various sales provisioning/registration systems, training systems, sales portals, etc. account support including registration and access assistance.
Troubleshoots users' access issues by having comprehensive practical and theoretical understanding of the applications that help channel resellers sell and support customer's products (e.g. AMS, ASW, ASTO, My Access and more).
Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/ or product revenue(s).
Reports and escalates issues through appropriate channels, effectively communicating information with the applicable team(s) to ensure constant improvement of processes and support.
Typical issues include login ID retrieval, account update, content feedback, FAQ related questions, providing registration instructions, escalating technical issues to IS&T, forwards to appropriate department, mass account updates, and more.
Consistently provides prompt, reliable, and accurate information to users.
Identify opportunities for improvement to support process.
Participate in projects and testing efforts related to support.
Volt is an Equal Opportunity Employer.
Required Experience and Skills
Previous experience in user system support including outstanding communication skills, strong work ethic, great attention to detail, and exceptional customer focus.
Must have experience with Mac computers
Must be completely flexible to work either Sunday through Thursday or Tuesday through Saturday. Shift will be 7:00am to 4:00pm, 8:00am to 5:00pm, or 9:00am to 6:00pm.
Must be completely fluent in written and spoken Portuguese and Italian.
Must be solid with English communication skills.
A passion for customer service
Excellent written and verbal communication skills to ensure quality of product and service on a regular basis as candidate will communicate with the customers (internal & external)
Prior experience in a production application support role troubleshooting, analyzing and providing root cause analysis
Excellent interpersonal, analytical and problem solving skills
Strong sense of initiative and pro-activeness
Outstanding attention to detail
Proven competence in owning tasks, follow through, sharing information, and contributing to a collaborative environment
Proven ability to work independently, efficiently exercising good judgement under deadline(s)
Ability to work an issue from various angles, ask for help when needed, and see a problem through until it is resolved
Preferred Technical Skills
-Experience using a user support tool that allows for two way email communication with users, categorization of issues, managing a queue, reallocating tickets etc.
-Using an IT service management system for tracking technical support cases.
-Using a knowledge-based articles and complete documentation on processes being monitored and managed.