Overview
The Client Support Agent I is a support associate responsible for solving entry-level technical problems for our clients. They will work with end-users to ensure that they can access our client platforms, complete sales on the storefront, and do some level 1 troubleshooting to ensure that the user's technology meets minimum requirements.
Responsibilities
- Offering best-in-class technical issue resolution service to our end users
- Responding to learner support technical request via phone and web tickets
- Collect and review/update client information in Salesforce
- Stay current with all platform changes, updates and support utilities
- Fully documenting all phone interactions using ticket documentation guidelines
- Follow up and make scheduled callbacks when necessary
- Manage and monitor caseload according to standard practices
- Identify, document and escalate priority issues, outages or perceived emergencies
- Responsible for maintaining and hitting targets for KPIs and Metrics such as Speed to answer, Average handling time, SLAs, and First Call Resolution (FCR), as well as other department metrics
- Establish and maintain a positive professional relationship with users and clients as well as interdepartmental functions
Qualifications
- High school diploma or G.E.D required
- Strong technical background preferred
- Positive and energetic phone skills, excellent written and communication skills
- Demonstrated proficiency in typing and grammar
- Effective listening and probing skills to identify technical assistance needs of the client and opportunities to offer additional assistance
- Multi-tasking, basic keyboarding, internet navigation
- Experience with Salesforce (preferred) or comparable ticketing system
Required Skills
salesforce, Troubleshooting, Mobile Phone Services Technical Support
Years Of Experience Needed
3
