Customer Service Representative
Tek Experts
Costa Rica
hace 4 días

To provide a multi-lingual, single contact point for our enterprise customers worldwide for software services related incidents and to enable the smooth flow of these incidents across our whole organization to the appropriate subject matter experts for both technical and non-technical requests.

Duties and responsibilities

  • Provide collaboration and communication interface between customers and subject matter experts (SME)
  • Assure the total customer experience is achieved, by providing to the end customer most comprehensive information
  • Provide management and incident routing for non-technical and technical requests
  • Fully document every ticket, including all resolution steps
  • Handling cases within the corresponding turnaround time
  • Follow best practice ticket management processes
  • Participate in product forums and web knowledge bases
  • Maintain product knowledge up to day by investigating and get informed of all product releases
  • Create a positive work environment for our contact center agents
  • Attend Team / Face to Face meetings with TL
  • Skills and competencies

  • Solid communication skills, written and verbal (English)
  • Basic knowledge of various hardware and software, including but not limited to Microsoft® operating systems
  • Customer oriented ability and excellent understanding of customer impact
  • University studies
  • Customer service experience is a plus
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