Customer Support Representative

***No C2C***

***Only W2***

Summary:

Roles & Responsibilities

Respond to customer support requests.

Maintain professional customer service to clients.

Providing Tier I level support of the client’s products and services, including but not limited to:

- Operating system functionality

- Software installation and troubleshooting

- VoIP configuration and support

- E-mail configuration and support

- Mobile Device Management

- Malware/virus detection and removal

- Workstation and peripheral diagnostics and support

- Single user network access and troubleshooting

Escalate customer issues through the proper channels.

Open and manage cases according to defined severities and case priorities

Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.

Keep open communication on all issues until resolved or turned over to another resource.

Be held accountable for measurable objectives including average talk time, first call resolution, interactions worked among others.

Attend ongoing training sessions in core areas of the business.

KNOWLEDGE, SKILLS AND ABILITIES

Excellent Customer Service Skills

Highly customer focused with ability to provide consistently excellent customer service and professionalism

Excellent written and verbal communication skills

Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment.

Must be dependable and able to work both individually and in a team environment.

Must possess strong sense of ownership of client relationships

Possesses excellent time management and organizational skills

Must be flexible and able to adapt to change

Ability to Multi-task in fast paced environment

Basic troubleshooting of all currently supported Microsoft Operating Systems

Working knowledge of PC Hardware

Familiarity with networked environments; i.e. Active Directory, File and Printer Sharing, etc.

Basic navigation of common mobile device platforms (iOS, Android, etc)

Familiarity with common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for those applications.

Able to navigate and troubleshoot in a Mac OS environment is a plus

QUALIFICATIONS (Education, Experience, and Certifications)

High School diploma required

A+ certification is a plus

Microsoft Certification (MTA/MCSA) is a plus

Minimum two years of experience working in a customer service oriented field

Previous experience with ACDs/IVRs and Case Management systems a plus