Position Overview
:Customer Support Agent is responsible for providing quality and efficient customer support to customers through quality phone calls and tickets daily, as well as various tasks assigned to the agent
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Job responsibilities that are specificto the positio
- n:Maintains daily communication with the team and hits productivity standard
- s.Receive incoming customer calls, emails, and create tickets for Request
- s.Responds to High and Critical priority tickets/projects according to standard operating procedure
- s.Serve as initial responder within the hosted environment in the notification, identifying, an documenting the informatio
- n.Assists the managerwith daily operation of the Customer Support Center to include the development, analyses and implementation of staffing, training, telemarketing,
scheduling and reward/recognition program
- s.Provide remote supportvia a combination of telephoneand remote supporttool
- s.Take deliveries from vendors, process and scan packing slip
- s.Communicate (both verballyand in writing) with customersin a formal and professional manne
- r.Create and manage the lifecycleof ticket requestsin the company’s ticketing syste
- m.Create and Utilizeformal Work Instruction (WI) documents and other documented knowledge to follow the proper procedure
- s.Ensure escalations are handled in a professional, consistent, and relentless manne