Knowledgeable to ask questions to determine nature of problem and log tickets in tool.
Is a direct contact point for customers and onsite field personnel. Accuracy in entitling customers and routing to the correct team for service or dispatch is critical to meeting service level agreements.
May be the only contact a customer has within the company and acts as a customer service ambassador and ensures a positive customer experience.
Working from a standard protocol and utilizing documented processes to respond to customer issues. Some judgment may be used to supplement the outlined process.
Successfully resolve simple to moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts and options, based on customer entitlement (for example more complex warranty).
Begin to pro actively assist customers to avoid or reduce problem occurrence.
*EXCELLENT COMMUNICATION SKILLS
* Possess good analytical skills - detail oriented
* Possess good communication skills, both oral and written
* Be familiar with Microsoft applications and working knowledge of MS Office
* Have a good attitude - should be committed to the work