Customer Support

help desk, call center, customer support
Full Time
Depends on Experience

Job Description

Responsibilities:

  • Utilizes a variety of documented procedures and automated customer support, troubleshooting, and change request tools to research customer issues and provide technical problem solving. Escalates complex problems to second-level technicians, as appropriate.
  • Documents customer interactions into a call logging system for tracking purposes.
  • Acquires and maintains a general knowledge of electronic access applications and product enhancements.
  • Educates incoming callers regarding online tools and learning systems to assist the customer in future troubleshooting issues (e.g. self-service options).
  • Completes ad-hoc administrative assignments.
  • Performs other duties as assigned.
  • Maintains minimum service level and metric standards.

 

Qualifications:

  • High school diploma or equivalent.
  • Level I: Minimum 2 years of related experience. Call center or help desk experience preferred. Two years of college or technical coursework preferred.
  • Level II: Minimum 3 years of related experience or equivalent combination of education and related experience. Call center or help desk experience preferred. Two years of college or technical coursework preferred.
  • Level III: Minimum 4 years of related experience, plus two years of college coursework or an equivalent combination of education and experience. Bachelor's degree in related field preferred. Call center or help desk experience preferred.
  • Technical aptitude and knowledge of operating systems, browsers, basic internet navigation, downloading/installing software, and basic networking knowledge
  • Troubleshooting and problem solving skills.
  • Advanced typing skills
  • Strong verbal and written communication skills
  • Call center or help desk experience is preferred
  • Superior customer service skills for internal and external customers, to include active listening for a positive customer experience.
  • Good multi-tasking and time management skills.
  • Ability to work both independently and in cross-functional teams with colleagues in multiple locations.
  • Demonstrated ability to understand and apply department standard operating policies and procedures. Availability to work assigned shift (operational hours are 11AM to 8PM, Monday to Friday). Strict adherence to work schedule.

 

Additional Responsibilities:

  • This person will be required to work "normal" business hours from 9AM-5PM for training for a 3 month period. Then will be required to work 11AM-8PM.
Dice Id : zinncorp
Position Id : MPLS-1177
Originally Posted : 4 months ago
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