Key responsibilities include, but are not limited to:
- Provide first level support
- Answer phone calls and web generated incidents
- Respond to voice mails
- Make outbound customer calls
- Ownership and accountability of incidents throughout ticket lifecycle
- Ensure all tickets are properly documented with all troubleshooting procedures
- Assist in documenting solutions to resolve customer issue
- Open tickets in Service Request System
- Ensure incidents are properly resolved and / or escalated to second level support
- Inform management of incidents that have a significant business impact
- Submit suggestions for process and procedure improvements
- Responsible for ensuring a high degree of customer satisfaction
Qualifications:
- OPEN FOR FRESH GRADUATES (IT/COMPUTER SCIENCE RELATED COURSES)
- Graduate of any 4 year course
- Preferably with two years call center experience
- Proficient in Windows 2K and Microsoft Office Suite products
- Dependable and flexible with work schedule
- A high degree of personal accountability
- Team oriented and diversity sensitive
- Possess analytical ability and think ‘outside the box’
- Well organized and able to manage multiple priorities simultaneously
- Proven track record to positive performance reliability
- Excellent proficiency in U.S. English
- Excellent verbal and written communication skills
- Excellent reasoning and troubleshooting skills
- Desire and ability to work within a high volume call center environment with high customer service expectations
- Strong sense of urgency with the ability to multi-task in a fast-paced environment
- Able to learn large amounts of information quickly with high retention
- Able to follow instructions as documented and to recommend change as needed