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Job Type
Job Location
Job Details
TIER 2 CUSTOMER SERVICE REPRESENTATIVE
Responsibilities
- Provides application support relating to software functionality, incident resolution and systems configuration, including case escalations, phone and email.
- Recognizes both basic and advanced problems, conducts research, provides resolution and follow up with customers as needed, escalating more complex cases.
- Logs and tracks calls using CRM, maintains incident history and related problem documentation
- Provide expert customer support, including professional, courteous and timely communication at all levels of interaction.
- Act as mentoring resource for junior staff, managing escalations from CSRs as needed
Qualifications
- A creative problem solver who is passionate about ensuring customers are successful, who can point to more than a handful of customers who sing your praises when talking about the intelligent, collaborative, and effective way you worked with them through challenging situation.
- Strong attention to detail and time management.
- Patient, helpful, friendly, and pleasant demeanor/personality. Able to teach and share knowledge effectively
- Able to clearly explain complex information and technical terms in a simplified manner
- A confident communicator with outstanding written and verbal skills, strong customer service and conflict resolution skills
- Able to work onsite.
- Can start ASAP
Application Form