Customer Service Specialist I
Costa Rica
hace 32 días

The Customer Service Specialist I is primarily responsible for providing the first level of technical support for products and services.

This position will work with customers and internal support teams to assist with trouble shooting and problem resolution.

Analyze customer’s issues and questions, including inoperability or inaccessibility of a system, module or function. Take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations

Track customer reported problems following ticketing procedures

Effectively work with NOC, and 2nd level support groups as needed for ticket resolution.

Ensure timely follow-up and resolution of customer requests following established severity level guidelines and Expected Completions Dates

Whenever possible, resolve customer requests without additional hand-off (First-touch resolution)

Maintain ongoing communication with internal departments (i.e.- Sales, Marketing, Product Support) to ensure customer satisfaction

Identify and assess departmental / individual training needs and take the necessary steps to keep abreast of products and services as well as enhancements and upgrades

Ensure individual / departmental objectives are met

Effectively support customer communication processes

Complete various administrative activities (e.g. time reporting, email, vmx )

BA / BS Degree or equivalent work experience

PC experience in a Windows operating environment with strong typing ability

Proficiency in Microsoft Office Suite (Word, Excel, Outlook) preferred

Excellent interpersonal, verbal, and written communications

Demonstrated problem-solving ability

Ability to prioritize and handle multiple tasks simultaneously

Ability to work with minimal supervision and, in some cases, such as off peak hours, weekends and holidays, ability to work unsupervised

Ability to proactively anticipate customer needs and make recommendations to meet those needs

Minimum of 2 years experience in the telecommunications industry preferred

Minimum of 2 years of customer service experience

Ability to work in a multiple shift environment covering 24 x 7 x 365

Demonstrated success in a team-oriented environment preferred

Bi-lingual preferred (English and Spanish, Portuguese, Mandarin )

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