General Purpose:
Responsible for providing excellent service through regular job duties and as a member of the Team to produce and deliver the best possible customer support service. All calls received will be qualified through the CRM Ticket System.
Responsibilities:
- Provide Tier 1 customer service and technical support in a "Help Desk" environment. Field high volume of phone calls from on-line customers requesting assistance. Clearly document issues in Trouble Ticket system and utilize defined escalation process to achieve problem resolution.
- Document a large number of calls from Internet customers as well as internal employees. Calls may include requests for new Internet accounts and initial set up assistance; requests to change passwords; resolution of dial-up and e-mail problems; DNS related issues; research inoperative connections; resolve networking and browser configuration problems.
- Adhere to all standard phone measurements set in place.
- Qualify caller as a client and obtain all required incident details as outlined in Tier 1 methods and procedures documentation for subsequent escalation to appropriate personnel.
- Builds customer loyalty by creating a differentiated experience for the customer; actively listens and responds with empathy; applies call control techniques; takes pride and ownership in resolving the customers' problem.
- Perform a variety of additional clerical and administrative duties to assist in meeting departmental standards. (i.e. SLA's, quality of service)
- Undertake Special Projects and perform side duties as required.
Requirements:
- Basic understanding of TCP/IP, email, DNS and the functions of a router.
- Customer oriented, with a desire to resolve problems to the customer's satisfaction while maintaining focus on productivity, efficiency and quality.
- Adaptable, flexible, patient and professional even under tense customer situations.
- Ability to work in a fast paced often high-pressure environment.
- Excellent Communication skills verbal and written.
- Good data entry skills
We offer a competitive base salary and full benefits package. This is a fantastic opportunity to join a winning team. If you feel you meet our requirements, please apply today. We look forward to speaking with you! To Apply to this job go to http://www.GadBall.com or click here