Job Description :
Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery.
Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.
Non-technical teams provide support to internal and external customers and resellers via incoming customer contacts to the company Customer Solutions Center through telephony or e-support methods.
Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.
Monitor the service event through completion for compliance.
Manage the service requests of customers through different access channels.
Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management.
Provide resolution and feedback based on analysis.
Participates / leads in projects for process or quality improvements.
Works with escalated customers and recommends actions in post incident reviews.
Manages multiple tasks or cases simultaneously with minimal supervision May act as a mentor or trainer in the team.
Education and Experience Required :
High school education or equivalent. Typically requires 3- 5 years general experience, or equivalent combination of experience and college level education.
Knowledge and Skills :
Superior communication skills both written and verbal
Experience in customer facing role either remote or face to face
Understands internal processes and tools
Problem solving skills
Accuracy in data entry
Excellent fluency in language to be supported.
Experience in a phone based remote role
Familiarity with computer technology
Time management skills
Oversee compliance with operating procedures and standards
Experience in call routing and processes as well as case logging systems and obligation systems
Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
Ability to mentor and train new agents