EssentialDuties & Responsibilities :
Provide exceptional and professional customer service to ourclients
Log all client contacts - calls, emails, web forms, chat sessions,or voicemails - into the appropriate ticketing tool
Troubleshoot, diagnose and resolve application issues followingstandard operating procedures and using knowledge support tools
Escalate issues, situations, or problemsrequiring urgent attention to Level IIAnalysts, Team Leads or Service Desk Managers
As process describes, route tickets that cannot be resolved at thedesk to appropriate assignment or resolver groups
Collaborate effectively with other service desk team members toresolve and document unfamiliar issues.
Participate in ongoing training for service desk operations
Work on projects or tasks assigned by supervisors
Minimum Knowledge, Skills and Abilities Required :
Agents will have Associates degree in Information Technology or 2 years equivalent experience in a technology related field.
Portuguese agents will have knowledge on current technology and will receive training and on-job mentorship from Spanish agents.
Prior experience in a customer service role
Excellent customer service skills
Strong verbal and written communication skills
Superior interpersonal skills and telephone etiquette
Analytical and problem solving skills
ability to deal with the stress of a fast paced work environment
Ability to adapt and adjust to changing work situations, processes, and procedures
Ability to handle up to 50 client calls a day on a variety of topics and complexity levels
Proficient in all Microsoft's currently supported Operating Systems
Proficient in messaging systems such as Microsoft Outlook
Willingness to work flexible hours with occasional evening and weekend hours