.Job SummaryThis role is responsible for collaborating with various teams to manage customers' IT assets, resolve customer issues, ensuring utmost customer satisfaction and seamless customer service experience.
The role involves efficient handling of customer inquiries through multiple channels, meticulous tracking of open tickets, and diagnosing root causes for prompt resolutions.
The role includes interacting with customers and contributing to department goals through recommendations for efficiency improvements.ResponsibilitiesCollaborates directly with technical support engineers, service delivery manager, and customer coordinator, fostering a cohesive team approach.Ensures exceptional customer satisfaction by addressing setup/usage queries and product-related concerns, efficiently processing customer requests through various communication channels, including phone, email, and instant messaging.Keeps meticulous track of open tickets, ensuring timely resolutions across the organization, and proactively communicating progress.Assumes responsibility for handling open service requests, implementing effective fixes, and meticulously documenting cases for escalation.Diagnoses the root causes of failures to facilitate prompt resolutions and maintains detailed records for future reference.Addresses customers' issues, including but not limited to product compatibility and configuration, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting, and product availability.Assists in achieving department goals and actively contributes by making recommendations to management to improve efficiency and effectiveness.Develops conclusions, recommendations, and written reports, contributing proactively through research and data analysis support, and sharing knowledge to foster a knowledge management culture.Works independently on moderate scope problems, applying professional expertise, exercising judgment, and resolving various issues by following company policies and procedures.Education & Experience RecommendedFour-year or Graduate Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.Typically has 2-4 years of work experience, preferably in telephone support, microcomputer industry, or a related field or an advanced degree with little or no work experience.Knowledge & SkillsAccountingBillingCall Center ExperienceCustomer InquiriesCustomer Relationship ManagementCustomer SupportData EntryFinancial ServicesInbound CallsInvoicingKey Performance Indicators (KPIs)Outbound CallsProcess ImprovementTechnical SupportWorkflow ManagementCross-Org SkillsEffective CommunicationResults OrientationLearning AgilityDigital FluencyCustomer CentricityImpact & ScopeImpacts immediate team and acts as an informed team member providing analysis of information and limited project direction input