The Customer Service Support role is considered the first line of defense for handling initial client/partner contacts for easy/simple common technical issues. When a customer support ticket comes in through phone, email, or web channel the Customer Service Support engages looking to resolve the issue or gauge whether it needs to be escalated higher up the knowledge ladder. If a client is experiencing an issue with a product that Customer Service Support does not have a workable solution for their inquiry, the inquiry should be escalated up to the Technical Support tier.
Responsibilities:
• Answers incoming customer calls regarding product problems, service questions and general concerns
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive relationship with every caller by providing timely and quality services
• Updates the support ticket information in the customer service database during each interaction or investigation activity
• If it is impossible to deal with the client's problem, the agent escalates it to a higher support tier, by ensuring a detailed private note containing a summary of the investigation activities will be added to the journal of the support record
• Monitors all support tickets In 'Pending' status during the working hours and updates them with relevant information
• Monitors and updates all support tickets in 'Waiting on customer' every 2 days
• Monitors the scored events in the GC and SG platforms and corrects the scoring reasons if needed
• Reports recurring problems to the local management
Qualifications:
• Good technical knowledge
• Good computer skills
• English language level B2
• High school
• Personal qualities: discretion, ability to analyze, logical thinking, ability to work in a team, initiative, communication and loyalty
• Proficient in Microsoft Office programs (Outlook, Word, PowerPoint, and Excel)
• Fluent in English language – speaking, writing, reading and listening (US or UK)
• Basic computer skills and technical knowledge. IoT knowledge is a plus
• Very good troubleshooting and problem-solving skills
• Excellent communication skills, active listening skills, telephone manner, friendly attitude and desire to help customers over the phone. Eager to solve customers’ problems
• Excellent organizational skills
• Team player
Job Description SummaryThe Customer Service Support role is considered the first line of defense for handling initial client/partner contacts for easy/simple common technical issues.
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