About the Role
The role involves providing responsive and effective support to customers across multiple channels by addressing technical, billing, and general service inquiries.
Responsibilities
- Respond to inbound customer requests for technical support, billing questions, and/or general customer service across multiple channels.
- Determine problem(s) that drove the inquiry (stated needs)
- Utilize training, knowledge base, tools, and experience to fully troubleshoot and resolve each stated problem/issue.
- Identify and act on opportunities to enhance customer relationship with Client (unstated needs)
- Use soft skills effectively to communicate, problem solve, manage the conversation, and find reasonable and satisfactory solutions.
- Review and obtain customer consent for proposed solutions/actions when appropriate.
- Accurately and appropriately document CRM cases
- Accurately escalate cases and situations
- As appropriate to other levels of support coordinate with other groups both internal and external, when necessary, to fully address customer requests
Qualifications
- Highschool degree or equivalent
- >=6 months Experience in A Customer-Facing Role
- Prior contact center experience
- Basic working knowledge in common hardware used to access the internet (desktops, laptops, tablets, gaming systems, smart phones)
- Basic familiarity with common software and applications (MS Office, Email, Browsers, Social Media Platforms)
