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Customer Support Representative II
Ref No.: 18-05839
Location: Holtsville, New York
1st shift: 7:00am - 3:00pm

WORK HOURS:
Will work part time till New Year's eve
Week of 30th is when they will work 40 hours, for about 2 weeks. FT starting 12/31
Help desk is closed on Christmas and half day on Christmas Eve, Help Desk is OPEN on 1/1/19, so they must work. New years eve is a pretty light schedule.
Could end earlier or extend later, depends on the call volume
Full time hours in January (no OT) and 12 hours a week in December

Job Description
  • Provides front-line customer service support via phone to all Client's internal and external customers.

Overview
  • Provides front-line customer service support via phone to all Client's internal and external customers.

Responsibilities
  • Provides assistance to customers during all phases of the inventory process.
  • Assists customers with their questions about how to set-up and operate our equipment to successfully conduct their inventories.
  • Maintains appropriate response times and abandon rates as defined in the department's goals.
  • Coordinates internal operational activities to ensure each order/request is processed in a timely manner as agreed to with customer.
  • Serves as a liaison to assist client care teammates, account managers, IT and operations staff at all levels to support the needs of the customers.
  • Prepares and enters required client information/requests into department's database to document customer interaction and resolution.
  • Obtains a working knowledge of product functionality/ performance and troubleshooting methodologies to assist clients when they call in for assistance.
  • Maintains a working knowledge of the computer programs currently in use in the department.
  • Performs other duties as assigned.


Qualifications
  • Light IT background preferred.
  • Some prior customer service experience a must.
  • Excellent communications skills.
  • Computer literate; exposure to Windows environment.
  • IT background - Access Point, IP Address, and basic IT experience will be key in their success
  • College students work well

Training:
Class size: 20-25 per class
Day training – 11:30a – 4:30p - Mon through Fri
Eve training – 6 pm - 10 pm - Tue through Sat
(The Saturday training will be an alternate time, generally the trainer will take a poll from the trainees and find out the best time to train on Saturday)

Training Week Of Days Times
12/10/2018 Mon-Fri 11:30am - 4:30pm
12/10/2018 Tue-Sat 6pm - 11pm
12/17/2018 Mon-Fri 11:30am - 4:30pm
12/17/2018 Tue-Sat 6pm - 11pm