Posting ID : A1068509767
Date Posted : 2015-08-19
Category : Computer Gigs
Customer Support Agent
Duties and Responsibilities:
? Ensure excellent customer satisfaction and excellent customer service skills.
? Assist users with general inquiries, product support, service information, order processing and technical issues in a diverse technology environment (via phone/email/chat).
? Respond appropriately to customer escalations.
? Triage Support Queue for routing to Tier 2, Partner, or Department.
? Work with other agents to resolve or properly close help tickets.
? Manage an individual ticket queue.
? Follow the directions of management and provide feedback.
? Maintain openness to work flexible hours as required (may include evenings, weekends and/or holidays).
? Be capable of developing a good understanding of customer's needs and how to diagnose and fix their issues.
? Demonstrate interpersonal skills and is able to provide empathy for customer's situation.
? Having ability and willingness to tend to any other tasks as assigned.
Functional & Work Experience Requirements:
? Demonstrated ability to satisfy customer needs.
? At least two years of live customer service support experience required in a contact center environment via multiple channels (phone/chat/email).
? Wireless telecommunication industry, mobile device knowledge & experience is preferred.
? Robust multitasking skills (e.g. able to log calls and interact with customer simultaneously).
? Excellent written and spoken English language communication skills with ability to communicate technical issues in non-technical terms.
? Strong analytical, problem solving and general troubleshooting skills.
? Capable of passing a criminal background check.
? Higher education (2yr/4yr) graduate or 4yr-degree-in-progress is preferred.