Associate Customer Support

Customer Solution Centers are made up of teams that provide remote (offsite) service, customer access, pre-sales, post-sales, and service delivery. The technical team’s focus is to solve various business systems and applications problems for customers, onsite engineering personnel, and Authorized Service Providers on standard, specialized or complex systems. Non-technical teams provide support to internal and external customers and resellers via incoming customer contacts to the company Customer Solutions Center through telephony or e-support methods.

Responsibilities:

• Responsible for validating customer entitlement, and log cases for the purpose of routing or dispatching an end-user to the proper resources.
• Monitor the service event through completion for compliance.
• Manage the service requests of customers through different access channels.
• Review customer feedback related to customer entitlement & and case management and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis.
• Participates/leads in projects for process or quality improvements.
• Works with escalated customers and recommends actions in post-incident reviews.
• Manages multiple tasks or cases simultaneously with minimal supervision May act as a mentor or trainer in the team.

Education and Experience Required:

• High school education or equivalent. Typically requires 2-5 years of general experience, an equivalent combination of experience, and college-level education.

Knowledge and Skills:

   Superior communication skills both written and verbal (90% or C1 proficiency).

   Experience in customer-facing roles either remote or face to face.

   At least 1 year of experience in a Call Center Customer Support Role.

   Understands internal processes and tolos.

   Computer proficiency.

   Problem-solving skills.

   Accuracy in data entry.

   Excellent fluency in language to be supported.

   Experience in a phone based remote role.

   Familiarity with computer Technology.

   Time management skills.

   Oversee compliance with operating procedures and standards.

   Experience in call routing and processes as well as case logging systems and obligation Systems.

   Strong understanding of internal processes, tools, and usage of such tools in managing daily tasks.

   Ability to mentor and train new agents.