Essential Functions / Core Responsibilities
Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
Ensure service delivered to our customers meets contractual Key Performance Indicator ( KPIs’)
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
Clarify customer requirements; probe for understanding
Prepare complete and accurate work including appropriately notating accounts as required
Participate in activities designed to improve customer satisfaction and business performance
Associate’s Degree in related technical discipline with six years of related technical experience preferred
Achieve and maintain recognized and applicable technical certification(s)
Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair)
Working knowledge of client technical systems
Courteous with strong customer service orientation
Ability to effectively communicate, both written and verbally
Ability to learn including strong problem solving skills
Dependable with proficient attention to detail
Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
Ability to work as a team member, as well as independently with minimal supervision
Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
Able to rotate shifts, as needed
Based on location and / or program, additional experience / skills may be required
Job requirements may vary by country and will not contravene any local laws
Career Framework Role
Has program required basic skillset to perform routine tasks within simple processes but lacking program / product specific knowledge.
Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures.
Starter without sustained metric performance levels .
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.
They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.